Intune Support Escalation Engineer

Responsibilities:

• Respond to incoming cases of client services department as backup during peak times.
• Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development.
• Conduct extensive troubleshooting of backend databases and identify root cause of data issues.
• Engineer and investigate both platform and product issues.
• Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures.
• Direct clients through issue resolution including customer meetings, status reports and updates.
• Identify, propose and enforce escalation process improvements.
• Adapt response and extensive research as per customer response.
• Record all customer contacts and activities in CRM system.
• Update and manage current working knowledge of IPRO Tech Inc. products and technology.
• Conduct software testing for performance, configuration and functions.
• Identify, analyze and write problems with program function, output, online screen and content.
• Develop software defect reports and maintain logged defects in respective database.
• Provide contributions to central escalation knowledgebase.
• Identify support tools gaps, enhance needs and propose solutions.