Kforce has a client in Redmond, WA that is seeking a Support Engineer who will be helping the team in handling cases. When they are proficient enough they will be moved to take both new and escalated cases. Cases are handled using Phone OR Microsoft Teams call. Customers can include worldwide customers and anyone can call in and put in a ticket. This team handles technical support for ConfigMgr (this is where the contractors will start). The team handles support cases using internal tools and help customer troubleshoot the problems with the MECM product.Typical task breakdown and operating rhythm:

　　9 hour shifts

　　1 hour meetings

　　50% eligible to receive customer cases: customer calls, collect data, resolve issues

　　50% research on previous cases, reach back out to customers, trainings to develop personal skills, case work

　　Daily Schedules:

　　Several schedules to choose from - all schedules will be in North America Time zone business hours between; Candidates must be flexible in their schedule

　　Might get about 2 cases but should be ready to handle more as business requires during high case volume days

　　Might spend most of your time talking with the customer; Would expect these contractors to be 80% occupied with the customers each day

　　Acts as a first response for premier customers and secondary response for escalated cases from other levels

　　Provides Technical Support for complex products and including escalated issues

　　Provides support via telephone, written correspondence, and emails

　　Works independently with limited supervision

　　5-7 years of experience

　　2 years of strong technical troubleshooting experience with demonstrated problem solving skills

　　2 years industry experience in technical customer support

　　2 years of experience in enterprise customer service environments

　　Experience in Microsoft Endpoint Configuration Manager (MECM, SCCM OR ConfigMgr)

　　Experience in Windows Server update services (WSUS)

　　Experience in Windows Servers

　　Knowledge of Intune and Co-Management

　　Exceptional problem-solving and communication skills - spoken and written English

　　Proven capability to learn new technologies/products and Capable of independently researching undocumented processes and issues

　　Need keen and good learners that are passionate about the industry

　　Familiar with SQL Database concepts and some familiarity with SQL Profiler, Active Directory concepts such as Kerberos, LDAP, Sites and Security Groups

　　General knowledge in ConfigMgr site server, site roles, site component configuration: including Central, Primary and Secondary sites, Distribution Points, Pull Distribution Points, discovery, boundaries, Application Model, and client operations and install

　　Experience with installing sites, WSUS, Software Updates Management, Operating System Deployment and Software Distribution

　　Advanced skills in troubleshooting, communication, and collaboration

　　The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

　　We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

　　Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

　　This job is not eligible for bonuses, incentives or commissions.

　　Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

　　Compensation Type:HoursMinimum Compensation:35.00Maximum Compensation:42.00