Job Description:

Support Engineers (SE) serve as Senior technical leaders for Microsoft customers, via phone and email.  In the M365 space, SEs can build new and maintain existing Power BI reports, manage security access to the reporting suite, analyze discrepancies between reports, analyze errors and functionality changes, write SQL queries as required, track bugs and issues, and support stakeholder needs throughout the reporting lifecycle.

The ideal candidate works well in a team:

• • Strong collaborator across the business, including our Development Teams.
  • Ability to receive feedback and recognize areas of improvement.
  • Keeps stakeholders informed to ensure customer success.

We are looking for someone who is dependable:

• • Demonstrates ability to consistently make and keep commitments to customers and team members.
  • Effective time management by utilizing available time to progress current cases forward.
  • Proactively looking for opportunities to contribute to the success of the team.
  • Consistently demonstrate case management excellence, including daily notes and timely updates to customers and stakeholders involved.

Responsibilities

• • Managing communications to management on all reporting issues across different tools
  • Building new and maintaining existing Power BI reports
  • Managing migration of existing reports to CE&S platform
  • Maintaining security access for existing reports
  • Analysis of discrepancies between multiple existing reports
  • Analysis of errors and functionality changes for existing reports
  • Writing bespoke SQL queries as requirement for management reporting
  • Building training materials for consuming reports
  • Maintaining bug tracking, analysis and communications to all stakeholders and across all reporting platforms
  • Supporting reporting customers and walking them through our reports and tools and helping them develop their own analysis skills
  • Ad-hoc analysis for business ideas and issues as they arise

Qualifications

Required

• Power BI – queries, security, performance, visualisations
• SQL query development and database management
• Using and managing Azure VMs
• Excel modelling, visualisation and analysis
• Communication to various levels and stakeholders
• Requirements gathering, analysis and specification of new reports and changes to existing reports
• Experience with bug management and reporting updates to various audiences
• Basic project management
• Good communication skills to multiple audiences
• Basic understanding of M365 products and usage

We are primarily looking for people who demonstrate the mindset and behaviors necessary to drive and achieve excellent customer support:
• Customer Obsession: you demonstrate a strong focus on high quality Customer Service, and you are driven by problem-solving and customer satisfaction
• Learner Mindset: You demonstrate a growth mindset and strongly believe that knowledge can be developed with effort and persistence. You spontaneously and proactively share your learning experiences
• Customer Focused Behaviors:

• • Effective Communication: you are comfortable communicating and presenting to any type of customer, external partners, and to internal coworkers up to Executive level. You are capable of clear, concise written and spoken communication in English. You ask questions that drive you to the best solutions, as well as identifying additional needs
  • Accountability: you intentionally collaborate with others to solve problems related to the customer’s issue or to internal improvement projects. You are driven by passion for problem-solving as well as customer satisfaction
  • Resourceful: you leverage your own knowledge, and you are comfortable searching for the answer when you do not have it. You collect and analyze data before jumping into solutions, using both excellence in executing existing processes as well as applying critical and innovative thinking
  • Empathetic: you use empathy to listen to and communicate with customers and put the customer’s need first even in stressful situations. You anticipate additional customer needs and think about value-added services you can provide to create the ultimate customer satisfaction leading to Microsoft fans