Microsoft 365 Technical Engineer

Job Description:

• 2nd line application support on M365 / O365 technologies which include Exchange Online, SharePoint Online (and OneDrive for Business), Teams, Power Platform, Microsoft Dynamic
• Provide Out of Hour Support
• 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.