M365 – Associate Expert Technology

**M

365

–

Associate

Expert Technology**

contract type: full time
 

location: Romania | working model: hybrid

E

xperienced and motivated
M

365 Associate
who

possess

a unique balance of technical depth and strong interpersonal skills. If you have the experience/knowledge

required

, you have the chance to join the team as they help individuals and businesses take their computing infrastructures and applications into the Cloud.

Key responsibilities:

• The role is focused on the
  Microsoft suite

• The team which you work in provides
  support services focused on cloud technologies

across Workplace, Data

Center

and Security

• As a member of this team,
  you will be expected to, supported and encouraged to keep your skills up to date and develop your deep technical knowledge across M365

by obtaining and

maintaining

vendor certifications.

• You will be working in a fast-paced environment supporting

SoftwareONE

customers around the world.

• As a
  Level 1 Associate – Cloud Managed Services

you will provide
European Time Zone support

and work within a team which provides 24x7 technical support for issues that involve our Cloud Support customers. You will

operate

under pressure to isolate problems which are directly affecting our customer systems.

• Working hours will be specific to EMEA Time Zone only, day shift only.

Depending on your location this can vary between 9:00 - 19:00

• Using your experience and sound technical

knowledge

you will
assess issues and provide solutions

.  As the technical consultant you are expected to drive issues

through to

resolution in

a timely

fashion. If an escalation is needed when troubleshooting, you have the support of Level 2 & 3 as well as the Team Lead

• The

team which

you work in provides support services focused on Microsoft 365 technologies.

• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs

• Your excellent written English skills will be used to develop & review Knowledge Base Articles and

maintain

system documentation.

• Your spoken English language skills will be used for communication with customers as

required

; keeping them informed of incident progress,

notifying them

of updates for Service Requests.

• Follow quality / security process defined for the engagement

• Ensure proper communication and quick resolution of tickets

• Drive customer communication during critical events

• Take corrective actions based on the customer satisfaction surveys

• Work in line with service improvement programs

Job Requirements

Qualifications
:
 

• Minimum of 1 year of experience in M365 support

• **Languages: German and English

– C1**

• Demonstrable experience of working within

Large

enterprise environments subject to change control as per ITIL best practice

• You have
  **Skilled

Level,**

practical working experience in this area, allowing it to be applied in basic routine situations with minimal guidance or supervision.

• Understanding and
  **supporting M365 core

workloads**

:

Exchange Online

,

Sharepoint

,

OneDrive ,

Teams (

non UC

)

• You have
  Awareness Level,

a general understanding of the capability/skill, but due to minimal practical experience, requires extensive guidance and supervision on:

• Quality of Service and Networking (DNS, QoS,

CoS

)

• Knowledge of underlying
  Microsoft Core Infrastructure

• Troubleshooting core Microsoft Security related technologies

• Email integration -able to troubleshoot, within the extent of the admin console and access limitations, Exchange with any existing security and mail gateways the customer may have

e.g.

Mimecast, Barracuda

etc

• Mobile Device Management - able troubleshoot Intune policy related issues which may

impact

customers access to their environment

• Troubleshooting the Desktop clients in terms of their interaction with the core M365 workloads

• Knowledge of Office 365 Security & Compliance Features and Authentication protocols.

• Microsoft MS-900, AZ-900

• Ideally experience in

a previous

role within Modern Workplace in a Managed Service capacity

• University graduate, preferably with an Engineering degree in Electronics and Telecommunications or Information Technology

• Experience working within and ISO/IEC 20000 certified organization

• ITIL Foundations certification

• Our Core Values fit your value system

• Understands the customer

• Passion for delivering excellence on projects

• Works collaboratively

• Willingness to contribute to the central escalation knowledgebase

• Adaptable to embrace change

• Takes initiative

• Methodical approach to troubleshooting

• Active listener and effective communicator

• Ability to prioritize and

demonstrate

relentless discipline in achieving goals

Company description

SoftwareOne is powered by Swomies
 

Here at SoftwareOne, we give you the flexibility to unleash your creativity, without limits. We encourage autonomy and thinking outside the box - and we can't wait to hear your new ideas., and although all businesses say it, we truly believe in work - life harmony. Our people are our greatest asset, and we'll go the extra mile to ensure you're happy here. We want our people to be their true authentic selves at all times, because that's when real creativity happens.