Service Engineer

About AvePoint:

Securing the Future. AvePoint is a global leader in data management and data governance, and over 21,000 customers worldwide rely on our solutions to modernize the digital workplace across Microsoft, Google, Salesforce and other collaboration environments. AvePoint’s global channel partner program includes over 3,500 managed service providers, value added resellers and systems integrators, with our solutions available

in more than 100 cloud marketplaces. To learn more, visit www.avepoint.com.

At AvePoint, we are committed to investing in our people. Agility, passion and teamwork set us up to do our best work and foster a culture where you are empowered to craft your career, make an impact, and own (y)our future. Unleash the power of you!

Overview

We are looking for bright and friendly individuals with excellent communication skills, willingness to learn and apply new technology and a track record for providing great customer service. You will have opportunities to work in a variety of challenging IT environments to quickly build up your IT and communication skills.

What will you be doing?

As a Services Engineer, your job is to do onsite implementation, troubleshoot technical issues, work closely with Support & R&D Team and provide timely customer feedback/Solutions, maintain the software application and infrastructure, among other duties.

Your responsibilities will include:

• Being a representative for project-specific customer technical inquiries and issues that you will take ownership and bring resolution.

• Ensure customer satisfaction in Project Support and Maintenance.

• Collect information and perform deep-dive analysis, diagnosis, and troubleshooting during onsite.

• Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues.

• Work closely with Onsite Support as well as R&D resource to collaborate as a team to resolve the incidents in a timely manner.

• Communicate and interface with vendors and customers.

• Generate reports and write documentation, e.g., maintenance guide, monthly case report.

OK, I’m interested… is this the job for me?

We look for people who value agility, passion, and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.

Other qualities you will need to be a fit for this role include:

• Background and Experience: Minimum of 5 years of relevant working experience in technical infrastructure architecture and project implementation. Expertise in Microsoft SharePoint, MS SQL, Exchange/Email Service, DNS, Active Directory (AD), ADFS, IIS, SSL certificates, Azure AD, and Azure B2C is required.

• Proficiency in Identity Provider (IdP) Management: Includes, but not limited to:

•

• Managing Microsoft ADFS on-premises infrastructure.

• Onboarding and integrating applications via the Azure AD App Marketplace.

• Onboarding and troubleshooting applications in Azure B2C.

• Collaboration and Coordination: Strong ability to collaborate with third-party vendors and coordinate with stakeholders to manage application onboarding to IdPs. Skilled in troubleshooting and issue resolution.

• Communication Skills: Excellent verbal and written communication skills, with the ability to interact professionally with a diverse group of executives, managers, and subject matter experts.

• Work Ethic and Adaptability: Highly energetic, able to work independently, and capable of performing effectively under tight deadlines and pressure while supporting excellent BAU (Business-As-Usual) operations.

• Service Delivery: Proves the ability to deliver services efficiently and effectively. Knowledge of incident management and change management processes is preferred.

About AvePoint

Check out our careers blog for content on our people, culture, and workplace!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.

Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.