Senior / L3 M365 Support Engineer

Recognised as AWS's Rising Star Partner of the Year for 2023 in EMEA and 2022 in the UK&I, we’re expanding globally with new offices in South Africa and Dubai, a strong presence in the Philippines, and our HQ in the UK.

If you’re ready to join a high-growth AWS partner and take your career to the next level, we want to hear from you.

The client is a specialist solutions provider with over 23 years of experience in managing and optimizing messaging, communications and collaboration technologies. Our services help drive down costs, increase IT efficiencies, minimize risk, and provide our clients with a competitive edge.

This client facing role requires problem solving capabilities for incidents logged by clients and / or alerts from infrastructure monitoring. The role requires attention to detail, adherence to quality standards, time management and is target oriented to deliver against agreed KPIs and customer service level agreements.

As a remote Senior technical analyst / M365 Support Engineer , you will also be expected to support other colleagues in the SMC, acting as an ‘in-house’ escalation point. You would act as the final reviewer before potential escalation to the vendor. Or in some cases, working on the issues and continuing investigation whilst the case is also being looked at by Microsoft. You will become a mentor to the wider SMC team.

Applicants for this role should have a strong understanding of cloud technologies, primarily Azure and M365, they should also be keen to learn and develop their career in IT as they will be joining a team where there is a high focus on continued improvements, collectively and individually. All engineers are encouraged to achieve regular Microsoft (and others) accreditations to help drive growth within the team and help us stay up to date in an ever-changing industry.

Key Responsibilities

• Ensure SLAs and KPIs are achieved by taking ownership and responsibility for cases that come into the SMC in a 24x7 support environment
• Monitor queues for incoming alerts and incidents
• Work in collaboration with other members of the team to ensure speedy resolution of client issues
• Take ownership of cases escalated to Microsoft, managing comms between customer and vendor. Setting up troubleshooting calls. Taking detailed case notes and accurately logging time into the system.
• Participate in the various roles needed during client facing escalations and in post incident reviews / lessons learnt activities.
• Provide reactive and proactive patching services including risk assessment, scheduling and customer change management procedures
• Work closely with the Technical Escalation and Service Delivery teams with respect root cause analysis, escalations and reports
• Manage escalations to (and work with) vendors
• Participate in a regular audit process, to ensure that all of the client's organizational compliance requirements and standards are adhered to and governance is in place for continuous improvement.
• Mentoring and knowledge sharing within the team
• Creation of configuration documentation

Mandatory experience

1. Several years of experience in IT industry with respect to infrastructure and application support background, including knowledge of :

2. Customer Focus

3. Good knowledge of the tools and applications (or equivalent) being used internally

Experience of the following would be advantageous

General

Customer Service & Relationship Management

Teamwork

Continuous Improvement and Management of Change

Planning & Control

What's in it for you