Microsoft 365 Technical Engineer

03 August 20222022-08-03
Leatherhead, Surrey
£40-45K plus on call allowance
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Our superb client, based in Leatherhead and offering hybrid working, is looking to recruit a Microsoft 365 Technical Engineer.  They are looking to expand their customer facing Microsoft Support Desk after yet another year of impressive growth. The company’s collaborative and solution led approach means that their customers look to them to help them deliver and achieve. The Microsoft support team is integral to this approach and their success.

This will be filled by someone with proven 2nd line support experience and hands-on experience with the Microsoft 365 suite.

Key to success will be to work as part of a close-knit team, with a customer centric service focus. You will be working closely with customers by providing day-to-day technical support, assisting, and contributing to overall technical governance and leadership, technical excellence, and continual service improvement.

Key Responsibilities:

  • 2nd line application support on M365 / O365 technologies which include Exchange, SharePoint Online (and OneDrive for Business), Teams, Power Platform, Microsoft Dynamics, to Microsoft cloud customers

  • Day to day prioritisation and management of open support request working from the Company’s Service Desk tool

  • Provide Out of Hour Support, on a rota basis, approx. 5 times per month)

  • Taking ownership of customer issues reported and seeing problems through to resolution

  • Researching, diagnosing, troubleshooting, and identifying solutions to resolve issues

  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

  • Research and identify solutions to issues

  • Ask customers targeted questions to quickly understand the root of the problem

  • Talk clients through a series of actions, either via phone, email, or chat, until they have solved a technical issue

  • Properly escalate unresolved issues to appropriate internal teams or managers

  • Provide prompt and accurate feedback to customers

  • Refer to internal knowledge base or external resources to provide accurate tech solutions

  • Ensure all issues are properly logged

  • Document technical knowledge articles and share with team and customers.

  • Self-development training and knowledge sharing across the wider team

Essential requirements:

  • Strong knowledge of Office 365 License is Essential.

  • Understanding of Microsoft 365 Admin roles is Essential

  • 2+ years working in a Technical Support team dealing with Microsoft 365 services.

  • Good working knowledge and understanding of the Microsoft 365 Admin Centre.

  • Great working knowledge and understanding of the Azure Management Portal.

  • Broad knowledge and understanding of M365 and Azure products & components.

  • Exchange, SharePoint, Teams Administrative knowledge