FSO Microsoft Office 365 Support AA

hace 3 semanas


Santiago, Metropolitana, Chile HCLTech A tiempo completo
FSO Microsoft Office 365 Support AA

1 day ago Be among the first 25 applicants

  • Provide world-class customer experience with every interaction
  • Engage and empathize with customers to support and resolve technical issues through completion
  • Develop, foster and maintain highly effective customer interaction
  • Support installation, configuration, and support of Microsoft Office 365 on various platforms
  • Accurately document all work performed through ticketing system including details and outcomes
  • Ensure accurate and timely resolution of all assigned issues
  • Escalate product bugs or unresolvable cases
  • Notice trends and report reoccurring problems
  • Develop, foster and maintain effective working relationships with engineering to enhance the customer experience
  • Update O365 licenses, subscriptions and user management as necessary
  • Share your knowledge with teammates and guide them in the resolution of complex technical problems
  • Collaborate with team members to enhance the customer experience
  • Increase engagement with O365
  • Share knowledge amongst the Microsoft support program community via solution documents, social media, technical communities and training recommendations
  • Participate in product testing, tool building and pilot new projects
  • Enforce a high quality customer service culture
  • Stay up to date with technological changes in the industry with internal and external training

REQUIREMENTS:

Mandatory Skills & Experience:

  • 1-2 years' experience in O365
  • Full Understanding about Safety protocols in Mining
  • Passionate about delivering the ultimate customer experience
  • Demonstrated professionalism in resolving customer issues
  • Success at working in a team environment where a customer obsessive culture is paramount
  • Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions
  • Demonstrated ability to think on your feet and take a methodical approach to troubleshooting.
  • Commitment to meet and exceed individual and team KPIs
  • Good written and verbal communication skills
  • Understanding of O365 Suite and environment
  • Understanding of O365 capabilities, plans, service descriptions and features
  • Experience with desktop Support
  • Experience with remote desktop support
  • Knowledge of concepts and best practices relative to call center methodologies
  • Excellent knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook, Microsoft Team, Word, Excel, OneNote, PowerPoint, Power BI, OneDrive for Business, etc.)
  • Demonstrated Insight: the best and the brightest thinking with the capacity to gain an accurate and deep understanding
  • Demonstrated Execution: ability to take action and follow through
  • Demonstrated Results: ability to makes a difference by successfully exceeding expectations on established metrics

Desired Skills & Experience:

  • Experience with Microsoft Windows operating system environment
  • Experience with server and network administration (Windows or Linux)
  • Experience with ITIL methodologies and best practices
  • Experience with server & network administration
  • Understanding of DNS
  • Experience with POP/IMAP/SMTP
  • Concepts of Networking Fundamentals
  • Knowledge of structured wiring

Experience with the following technologies:

  • Active Directory
  • Microsoft Exchange Server
  • Microsoft Server
  • Microsoft SharePoint
  • Microsoft Lync / Skype for Business
  • Microsoft SQL Server Management

Experience with the following troubleshooting scenarios:

  • O365 set up from start to finish
  • Office Suite installation and Activation
  • OneDrive synchronization application troubleshooting
  • Outlook configuration using POP, IMAP or Autodiscover service
  • Mail flow configuration and troubleshooting
Seniority level

Associate

Employment type

Full-time

Job function

Information Technology and Engineering

Industries

IT System Training and Support

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