We are seeking a proactive and customer-focused IT Support Technician to provide Level 1 and Level 2 support in a Microsoft 365 environment. As a key point of contact for users experiencing technical issues, you will assist with tasks such as password resets, software installations, and troubleshooting Microsoft 365 applications, including Outlook, Teams, and SharePoint.
In addition to handling general support requests, you will also take on more complex technical challenges escalated from Level 1. This includes advanced troubleshooting of Microsoft 365 services, user account management, and configuring security settings to ensure a seamless IT experience for our users.
User Account Management
Assisting with password resets and account setups within Microsoft Entra ID, managing user access and permissions to ensure security and compliance.
Application Support
Providing level 1 and level 2 support for Microsoft 365 applications such as Outlook, Teams, and SharePoint. Troubleshooting common issues and guiding users through basic functionalities.
Hardware and Software Troubleshooting
Diagnosing and resolving basic hardware and software issues. Escalating more complex problems to level 2/3 support when necessary.
System Maintenance and Updates
Assisting in the installation and configuration of software updates and patches. Ensuring that systems are up-to-date and running efficiently.
Incident Management
Working within an ITSM framework, serve as the initial point of contact for users reporting technical issues related to Microsoft 365 applications. Log, categorize, and prioritize incidents in the ITSM system. Provide first-line support by diagnosing and resolving common issues, escalating more complex problems to Level 2 support when necessary.
Service Request Fulfilment
Process user requests such as account creation, password resets, and access permissions within Microsoft Entra ID. Assist with software installations and configurations as per organizational policies.
Knowledge Management
Maintain and update documentation for common issues and their resolutions to aid in quicker problem-solving. Contribute to the knowledge base by documenting new solutions and troubleshooting steps.
Problem Management Support
Identify recurring incidents and report them to higher-level support for problem management analysis. Assist in implementing workarounds and solutions to prevent future incidents.
Change Management Assistance
Support the implementation of approved changes to Microsoft 365 configurations, ensuring minimal disruption to services. Communicate upcoming changes to users and provide post-implementation support.
Performance Metrics
* First Call Resolution Rate: 80% of support tickets resolved during the initial user contact.
* Average Resolution Time: Within a four-hour SLA to resolve support tickets.
* Ticket Escalation Rate: Less than 20% of tickets escalated from Level 1 to Level 2 support.
* User Satisfaction Score: Maintaining a user satisfaction score of 4/5 or 5/5.
* Knowledge Base Contribution: Contributing at least two documented solutions or key insights per month.
Minimum Requirements
The following certifications (or documented equivalents) are mandatory for the role:
* Microsoft Certified: SC-200: Security Operations Analyst
* Microsoft Certified: SC-300: Identity and Access Administrator
* Microsoft Certified: SC-400: Administering Information Protection & Compliance in Microsoft 365
* Microsoft 365 Certified: Administrator Expert
Technical Proficiency
Experience in planning and managing a medium-sized (300 users) Microsoft 365 user environment, including assessment and deployment of security patches. Experience in troubleshooting and resolving issues related to Microsoft 365 applications.
Customer Service Skills
Proven ability to provide effective customer service, acting as the initial point of contact for users and efficiently addressing their technical concerns.
Problem-Solving Abilities
Demonstrated skill in diagnosing and resolving basic hardware and software issues, with the capability to escalate more complex problems to higher-level support.
Knowledge Management
Maintaining security knowledge and configuration details relevant to the organization. Experience in creating and maintaining documentation for common issues.
Adaptability and Continuous Learning
A track record of staying updated with the latest developments in Microsoft 365 and related technologies.
Communication Skills
Effectively conveying technical information to non-technical users. Familiarity with Spanish would be helpful, but not essential.
Company Values
Work in line with Cenergist Values – Quality, Collaboration, Innovation, Support, and Passion.
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