M365 - Technical Support (Italian /Spanish/French)

Responsibilities:

• Understanding and supporting M365 core workloads : Exchange Online. Sharepoint, OneDrive , Teams (non UC)
• 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
• PowerShell scripting skills 
• Good knowledge on ADFS
• Enable and disable application mail relay via exchange environment and provide access
• Message Tracking in both Office 365 and Exchange On-Premise
• Good knowledge of user account administration (Microsoft Office 365 / Azure Active Directory).

Requirements:

• 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 our client customers around the world.
• As a Level 2 Associate Consultant – 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 3 as well as the Team Lead
• You will apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
• 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
• You will drive customer communication during critical events.
• 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.