Job description
JOB SUMMARY
Become a part of a newly forming team located in the US, providing a world-class customer service experience to internal end users! As part of a regional support team you will address ‘break-fix’ incidents, execute end user service requests and provide end user support for ‘how do I’ queries.
ESSENTIAL JOB FUNCTIONS
As Office 365 Level 2 Product Support Analyst, your main responsibilities will involve:
EXPERIENCE REQUIREMENTS
Become a part of a newly forming team located in the US, providing a world-class customer service experience to internal end users! As part of a regional support team you will address ‘break-fix’ incidents, execute end user service requests and provide end user support for ‘how do I’ queries.
ESSENTIAL JOB FUNCTIONS
As Office 365 Level 2 Product Support Analyst, your main responsibilities will involve:
- Work as part of a regional team providing Level 2 support for the O365 Exchange
- Deliver the required service in line with all documented service levels and other quality measures
- Accurately document all work performed through Service Now ticketing system including details and outcomes
- Apply ITIL fundamentals to all relevant processes including Incident and Change Management
- Actively provides Office 365 Exchange Mail and technical advice; leads and contributes to the shaping of technical standards and guidelines
- Develop, foster and maintain highly effective customer interactions
- Be a subject matter expert in an Office 365 Exchange Mail sub-set of Products
- Engage with key stakeholders to eliminate service failings and offer up solutions to improve the customer experience
EXPERIENCE REQUIREMENTS
Office 365 Level 2 Product Support Analyst, skills & experience will ideally include:
- 2-3 years of experience working with O365 Exchange Mail Products including 1-2 years in an end user support capacity.
- Technical knowledge and understanding of Office 365 Exchange Mail
- Good working knowledge of Active directory and Azure
- ITIL and related products certifications are advantage
- Experience of working with ServiceNow or similar service management platform
- Hands on experience with Powershell scripting
- Strong problem-solving skills
- Team player
- Strong customer service focus
- Excellent command of English, both verbal and written
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