10 Oct 2021

Full-Time Office365 Support Engineer

VAM Systems – Posted by nishanthini Bahrain

Job Description

VAM Systems is currently looking for Office365 Support Engineer for our  Bahrain operations with the following terms and conditions:

Job purpose:

 

The Office 365 engineer will be working as part of a team that is responsible rolling out Office 365 applications to all staff. He will be first point of customer engagement, providing thoughtful day-to-day comprehensive technical support to administrators from initial challenge through resolution.  This will include providing hands-on on ground support and helping the users through account set up, to troubleshooting and resolving all technical issues related to the Office 365 mail migration and other application migrations associated on user laptop/desktop/mobile/tablets.  In this role, you will provide your insight and execution to drive the optimal customer experience by phone call, email and on-site assistance.

The role requires good knowledge of Office365 and Windows 10 from a user configuration perspective, as well as excellent customer service, communication and analytical skills.

The person will be reporting to IT Service Operations Manager and Office365 Project Manager.

 

Minimum requirements of role

 

Essential Qualifications

  • Bachelor or Diploma Degree in an IT related field or equivalent hands-on experience
  • 2-3 years’ experience in an Office365 support role
  • ITIL v3 Foundation Certification

 

Communication and Soft Skills

  • Excellent communication skills in English, both verbal and written
  • Critical and analytical thinking and creativity – always challenging the status quo and find better ways to complete tasks
  • Conflict Resolution – ability to resolve problems and complex situations
  • Active listening and empathy – ability to listen and understand users to address their needs
  • Team player – ability to work with a team and influence a positive collaborative culture
  • Ability to prioritize workload appropriately based on the impact on the business

 

Technical Skills

  • Experience with the following technologies:

o             Microsoft Office products including O365

o             Active Directory

o             Microsoft Exchange Server

o             Microsoft Server

o             Microsoft SharePoint

o             Microsoft Lync / Skype / Teams for Business

o             AirWatch Mobile Device Management

o             Experience with Windows 10 and 7 desktop platforms

o             Experience with Android and IOS mobile platforms

  • Experience with the following troubleshooting scenarios:

o             O365 mail migrations and set up from start to finish

o             Office Suite installation and Activation

o             OneDrive synchronization application troubleshooting

o             Outlook configuration using POP, IMAP or Autodiscover service

o             Mail flow configuration and troubleshooting

o             AirWatch and Boxer issues troubleshoot on smart phones/tablets.

o             Ability to systematically troubleshoot complex problems and resolve them or escalate to the right team

 

Desirable

 

  • Familiarity with network architecture, LAN network protocols and client-server business applications
  • Understanding of IT service management tools and ticketing system
  • Knowledge of using remote access tools for remote troubleshooting

 

Desirable Qualifications

  • MCITP in Windows Server 2008 or MSCE in Windows Server 2012
  • Certificate in Windows 7 or 10 Troubleshooting and Implementation
  • Network+ Certificate

 

Main responsibilities (minimum of 3 key points in category please) will include:

 

Key Responsibilities

 

Office365 Core Responsibilities

  • Complete the enrollment process for business users in every office as part of the rollout project
  • Ensure proper and timely communication to the end-user on every issue raised by email, phone or ticket
  • Provide high-quality resolutions of issues and managing the expectations of the users
  • Ensure to coordinate, resolve and close all end-user issue in a timely manner
  • Escalate issues that are beyond the ability and scope of the local team and coordinate them until closure
  • Engage with users to support and resolve technical issues through completion related to the Office 365 mailboxes after migration, calendar/scheduler concerns, File storage(OneDrive), Mail Archives, Mobile/Tablets (Airwatch configuration and troubleshoot). These are the primary responsibilities from the technical perspective.
  • Provide world-class customer experience with every interaction
  • Accurately document all work performed through ticketing system including details and outcomes
  • Ensure accurate and timely resolution of all assigned issues
  • Escalate product bugs or unresolvable cases
  • Notice trends and report reoccurring problems
  • Develop, foster and maintain effective working relationships with the support teams (global support) to enhance the customer experience
  • Share your knowledge with teammates and guide them in the resolution of complex technical problems
  • Collaborate with team members to enhance the customer experience

 

Operational & technical responsibilities

 

Support installation, configuration, and support of Microsoft Office 365 on various platforms

Update O365 licenses, subscriptions and user management as necessary

Share knowledge amongst the Microsoft support program community via solution documents, social media, technical communities and training recommendations

 

Terms and conditions

Joining time frame: (15 – 30 days)

 

The selected candidates shall join VAM Systems – Bahrain and shall be deputed to one of the leading Organizations in Bahrain.

 

Should you be interested in this opportunity, please send your latest resume in MS Word format at the earliest at nishanthini.suda@vinirma.com

 

 

Job Categories: Computer / IT. Job Types: Full-Time.

Job expires in 24 days.

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