SoftwareONE

Already Have a Profile?

Associate Consultant- Technology Services (Exchange Online)

Associate Consultant- Technology Services (Exchange Online)

ID 
2017-2400
# of Openings 
1
Job Locations 
IN-Gurgaon
IN-KA-Bangalore
Posted Date 
10/4/2017

More information about this job

Overview

The Level II Service Desk Engineer is the escalation support for customer IT environments relating to Microsoft Office 365, Exchange Online and Microsoft Azure.

 

While providing the highest level of customer service, the Service Desk Engineer will resolve or escalate Incidents through the Service Management system.

 

The Service Desk Engineer will be responsible to use the Knowledge Base Management tool along with their expertise to resolve tier 2 requests in a timely fashion. The Service Desk Engineer escalates unresolved problem/issues/requests to the proper tier 3 support team.

 

 

Support Hours

24x7 - Candidates should be available during this time frame, shifts will rotate.

 

Responsibilities

  • Primary responsibility is customer service. Being present and available to clients requiring technical assistance.
  • Respond to questions received through emails and calls.
  • Learn the fundamental operations of the platforms which are being supported.
  • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
  • Become familiar with helpdesk policies and services.
  • Other duties as assigned by the Service Manager.

 

General Requirements :

  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
  • Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
  • Excellent oral and written communication skills.
  • Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
  • Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
  • Creativity. Ability to think around problems and come up with creative solutions is helpful.
  • Ability to work with or without direct supervision.

 

Operational

  • Serve as the single point of contact for customers related to Microsoft Office 365, Exchange Online and Azure Cloud Support issues.
  • Good knowledge of user account administration (Microsoft Office 365 / Microsoft Active Directory).
  • Develop technical knowledge of Microsoft Office 365 and Microsoft Azure.
  • Take ownership and responsibility of an issues from start through to a successful resolution.
  • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
  • The Service Desk Engineer must ensure the support team members to close out their tickets properly.
  • Develop sound understanding of IT operations and related applications as well as business related processes and procedures.
  • Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures.

knowledge, Skills and Abilities Required 

  • Exceptional interpersonal skills, with a focus on listening and questioning skills.
  • Exceptional written and Oral English skills.
  • Familiarity with the fundamental principles of ITIL/SLA.
  • Develop trends by monitoring and analysing incoming calls, problems and support requests
  • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
  • Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
  • Perform post-resolution follow up activities to requests
  • Reinforce SLAs to manage end-user expectations

 

 

 

 

 

Qualifications

  • 2+ year’s work experience in a Service Desk environment
  • Knowledge of ITIL Process Frameworks desirable
  • MCSA: Office 365 Solutions Associate desirable