Microsoft Office 365 Technical Expert

hace 4 días

Santiago, Metropolitana, Chile HCLTech A tiempo completo
Microsoft Office 365 Technical Expert

We're seeking an experienced Microsoft Office 365 Technical Expert to provide expert-level technical support to our clients.

  • Main Responsibilities:
  • Deliver exceptional customer experiences through every interaction.
  • Engage with customers to identify and resolve technical issues efficiently.
  • Develop and maintain effective relationships with engineering teams to enhance the customer experience.
  • Install, configure, and maintain Microsoft Office 365 on various platforms.
  • Document all work performed accurately through ticketing systems, including details and outcomes.
  • Ensure timely resolution of assigned issues and escalate product bugs or unresolvable cases when necessary.
  • Analyze trends and report recurring problems to optimize the customer experience.
  • Cultivate strong working relationships with engineering teams to improve the customer experience.
  • Update O365 licenses, subscriptions, and user management as required.
  • Share expertise with teammates and guide them in resolving complex technical problems.
  • Collaborate with team members to enhance the customer experience.
  • Boost engagement with O365 features and capabilities.
  • Promote knowledge sharing within the Microsoft support program community through solution documents, social media, technical communities, and training recommendations.
  • Participate in product testing, tool development, and pilot projects.
  • Encourage a high-quality customer service culture.
  • Stay current with industry technological advancements through internal and external training.

Requirements:

Mandatory Skills & Experience:

  • 1-2 years of experience in O365.
  • Deep understanding of safety protocols in mining industries.
  • Proven track record of delivering exceptional customer experiences.
  • Professionalism in resolving customer issues.
  • Success in working in a team environment where a customer-centric culture is paramount.
  • Effective problem-solving skills, including identifying issues, obstacles, and opportunities, and developing and implementing effective solutions.
  • Critical thinking and methodical approach to troubleshooting.
  • Commitment to meeting and exceeding individual and team KPIs.
  • Strong written and verbal communication skills.
  • Proficient understanding of O365 Suite and environment.
  • Knowledge of O365 capabilities, plans, service descriptions, and features.
  • Experience with desktop support.
  • Experience with remote desktop support.
  • Understanding of call center methodologies and best practices.
  • Excellent knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook, Microsoft Teams, Word, Excel, OneNote, PowerPoint, Power BI, OneDrive for Business, etc.).
  • Ability to gain a deep understanding and apply insightful thinking.
  • Able to execute actions and follow through.
  • Results-driven, able to make 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 and network administration.
  • Understanding of DNS concepts.
  • Experience with POP/IMAP/SMTP protocols.
  • Basic networking fundamentals.
  • Knowledge of structured cabling.

Technical Expertise:

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

Troubleshooting Scenarios:

  • O365 setup from start to finish.
  • Office Suite installation and activation.
  • OneDrive synchronization application troubleshooting.
  • Outlook configuration using POP, IMAP, or Autodiscover services.
  • Mail flow configuration and troubleshooting.

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