Anlst, IT Platfs & Ops

About the role

As an entry-level Collaboration and Communication Support Engineer, you will help support collaborative services such as Microsoft 365 SharePoint and Teams. This role is ideal for someone who learns quickly, enjoys solving problems, and is excited to build deeper technical skills through hands-on support work, and self-guided learning.

Responsibilities

• Primary Platforms Support: Provide comprehensive support for Microsoft 365 SharePoint, Microsoft 365 Teams, OneDrive, Power Platform, and Copilot.
• Secondary Platforms Support: Support a subset of platforms such as Poppulo, Unily, SmartSheet, LucidChart, Kaltura, and VasionPrinterLogic by following runbooks, asking questions, and partnering with teammates to resolve issues.
• Technical Assistance and Troubleshooting: Offer prompt and effective technical support to end-users, addressing their issues and troubleshooting problems.
• Incident Resolution: Respond to and resolve incidents and service requests promptly, minimizing disruption to end-users and ensuring the smooth functioning of collaborative technologies.
• Licence and Access Management: Manage and maintain licenses, permissions, and access rights for Collaboration and Communication systems and applications, ensuring compliance and proper utilization of resources.
• Business Support and Guidance: Provide guidance and support to the business regarding Collaboration and Communication solutions, leveraging expertise to assist with knowledge sharing and problem-solving.
• Knowledge Base Maintenance: Maintain and enrich the information knowledge base and FAQ resources, ensuring they are up to date and comprehensive, to facilitate self-service and empower end-users.
• Learning and Continuous Improvement: Ramp up quickly on new tools and processes by using available documentation, completing assigned training, and validating what you learn through safe testing. Share learnings by updating runbooks/KB articles and suggesting improvements that reduce repeat issues.
• Active Participation in Communities: Engage actively in Collaboration and Communication related communities, forums, and networks, staying up to date with industry trends and sharing knowledge with peers.
• Collaboration with Project Managers: Collaborate with project managers on new projects and initiatives, providing technical expertise and contributing to the successful implementation of collaborative solutions.
• Service Performance Monitoring: Monitor supported services on a daily, weekly, and monthly basis, proactively identifying and addressing any issues or performance concerns to maintain optimal service delivery.

Qualifications, knowledge, and experience

• 0-2 years Microsoft 365 end-user experience (or equivalent hands-on experience through school, internships, labs, or personal projects)
• Strong knowledge and skills in the Microsoft 365 application or administration concepts
• Learning agility: demonstrated ability to learn new tools quickly and apply them (examples: troubleshooting unfamiliar issues, building a small lab, completing certifications/training, or rapidly ramping in a new role)
• Good understanding of Teams and SharePoint Online functionality
• Strong problem-solving and analytical skills
• Customer-focused, team player, analytical, solution oriented, proactive with keen eye for identifying improvements
• Experience of working in a customer-focused environment
• Ability to manage multiple priorities and work under pressure to meet deadlines
• Business English both written and verbal
• Bachelor’s degree in computer science, Information Technology, or related field
• Desirable: Experience in Office 365 collaboration support or administration
• Desirable: Experience in PowerShell scripting and automation for Office 365 administration
• Desirable: Working knowledge (oral or written) of other languages is beneficial
• Desirable: Knowledge of Power BI or Power Platform