Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organizations to modernize and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £1.8 billion in 2023.
At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfil your career goals. We foster a culture of innovation, collaboration, recognition and inclusivity and offer a wide range of benefits to support staff wellbeing.
* Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London and Manchester
* 25 days holiday per annum plus bank holidays and Christmas period
* Excellent learning and development opportunities
* Open plan office with collaborative working spaces, on-site gym, outdoor tiki bar, coffee bar, and lunch area
* Company wellbeing and social events
* Sports and social clubs
* Incentive trips
* Employee Assistance Programme
* Discounted private healthcare
* EV scheme and Ride to Work scheme
* Winners of an array of industry awards
* Great Place to Work Certified
* Sunday Times Top 100 Best Places to Work
* Supporters of 85+ charities with strong commitment to diversity and sustainability
POSITION DETAILS:
Position Title: Microsoft 365 Technical Engineer
Reports to (POSITION): Microsoft Technical Support Manager
Department: Support Services
PURPOSE OF JOB:
To provide 2nd line support on M365 / O365 technologies which include Exchange, SharePoint Online (and OneDrive for Business), Teams, Power Platform, Microsoft Dynamics, to Bytes Microsoft cloud customers.
Bytes are looking to expand their customer facing Microsoft Support Desk after yet another year of impressive growth. Bytes’ collaborative and solution led approach means that our customers look to us to help them deliver and achieve. The Microsoft support team is integral to this approach and our success.
This will be filled by someone with proven 2nd line support experience and hands-on experience with the Microsoft 365 suite.
Key to success will be to work as part of a close-knit team, with a customer centric service focus. You will be working closely with customers by providing day-to-day technical support, assisting, and contributing to overall technical governance and leadership, technical excellence, and continual service improvement.
Communication and collaboration are paramount to this role, you will work closely with a variety of internal and external business and will be continually engaged and collaborating with our clients.
KEY RESPONSIBILITIES:
* 2nd line application support on M365 / O365 technologies which include Exchange Online, SharePoint Online (and OneDrive for Business), Teams, Power Platform, Microsoft Dynamics, to Bytes Microsoft cloud customers
* Day to day prioritisation and management of open support request working from the Bytes Service Desk tool
* 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
* Provide Out of Hour Support (5:30pm to 9:30am rotated through the team monthly).
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
* Educated to GCSE Level with minimum of A-C Grade in Math and English
ESSENTIAL
Professional Qualifications:
* Microsoft Certified: Microsoft 365 Fundamentals (MS-900)
ESSENTIAL
REQUIRED EXPERIENCE, & SKILLS:
Strong knowledge of Office 365 License is Essential.
ESSENTIAL
Understanding of Microsoft 365 Admin roles is Essential
ESSENTIAL
2+ years working in a Technical Support team dealing with Microsoft 365 services.
ESSENTIAL
Good working knowledge and understanding of the Microsoft 365 Admin Centre.
ESSENTIAL
Great working knowledge and understanding of the Azure Management Portal.
ESSENTIAL
Broad knowledge and understanding of M365 and Azure products & components.
ESSENTIAL
Exchange, SharePoint, Teams Administrative knowledge
ESSENTIAL
A good working knowledge of the entire O365 stack, including their interactions and use cases.
DESIRABLE
Data Loss Prevention, Archiving, eDiscovery, and Compliance.
Provide overall Office 365 security expertise including strong knowledge of Azure Active Directory, Azure Information Protection, Information Rights Management, single sign-on and multi-factor authentication and related technologies (including Microsoft Enterprise Mobility + Security)
Power Platform governance and administration including Centre of Excellence deployment and integration with O365 workloads
Dynamic 365 support skill
Experience in working in a Microsoft Partner Centre
CORE COMPETENCIES & SKILLS:
* Ability to work proactively, independently and in an agile manner to achieve desired outcomes.
* Ability to work both independently and as a team player and enjoy working in an environment that requires continuous learning and development.
* Written and Verbal Communication skills, and capable of communicating with senior stakeholders across the business.
* Ability to take ownership of tasks and drive the team objective forward.
* Lateral thinking: generate innovative approaches and solutions to complex problems.
* Excellent organizational skills and ability to juggle multiple demands without missing deadlines.
* Provide advice and support to members in different departments within Bytes.
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