Overview:
SoftwareOne is a leading global software and cloud solutions provider that is redefining how companies build, buy and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications - and in parallel, to navigate and optimize the resulting software and cloud changes - SoftwareOne unlocks the value of technology. The company's 8,900 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities . Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON.
Visit us at https://www.softwareone.com/en
Responsibilities:
* As an experienced and driven M365 Consultant, you'll leverage your extensive technical expertise and refined interpersonal skills to support our clients in transitioning and optimizing their Microsoft 365 environments within the Cloud.
* A customer-first mindset, with the ability to handle critical situations with poise and a solutions-oriented approach.
* With a background in customer-facing support roles, you will play a pivotal part in delivering seamless service aligned with SLAs and client expectations. Advanced Issue Resolution: Handle complex support requests within the M365 platform, ensuring prompt and effective resolution of incidents and service requests that have been escalated by junior team members or the Service Desk.
* Collaboration and Knowledge Sharing: Work closely with customer representatives and Associate Consultants to gather critical information for case resolution. Share insights and solutions with team members, offering guidance and coaching as needed.
* Microsoft Premier Support: Raise incident tickets with Microsoft under Premier Support agreements.
* Functional Input: Collaborate on development plans for junior consultants, aligning their growth with relevant certifications and technical advancements within Microsoft 365.
* Expertise Expansion: Continuously expand expertise across the Microsoft 365 ecosystem, following a structured personal development plan alongside line management and functional leadership.
Qualifications:
* At least 7 years of hands-on experience with advanced skills in:
* Intune: Expertise in device management, security policies, and deployment.
* Exchange: Strong knowledge of on-prem and cloud-based Exchange environments, including hybrid configurations.
* SharePoint: Advanced skills in SharePoint Online and on-prem setups.
* Security & Compliance: Proficiency in Microsoft's security and compliance tools, ensuring data governance.
* Hybrid Deployments: Familiarity with managing hybrid environments connecting on-prem infrastructure with the Cloud.
* Scripting and Automation: Solid PowerShell skills; exposure to Power Automate/PowerApps is advantageous.
* Customer Engagement: Serve as the main point of contact for M365 support issues, applying advanced troubleshooting skills and tailored solutions for customer satisfaction.
* Process Improvement: Contribute to process enhancement projects, improving the technical support experience for both customers and internal teams.
* Communication: Fluent in English (C1 level), with excellent oral and written skills suited to a global audience.
* Multicultural Collaboration: Comfortable working in a diverse, multicultural team environment.
* Certifications:
* Fundamentals: MS-900 (Microsoft 365 Fundamentals), AZ-900 (Azure Fundamentals).
* Associate-Level: MS-102 (Microsoft 365 Administrator), MS-220 (Exchange Online Support Engineer), MS-700 (Teams Administrator).
* Specialized/Advanced: MS-101 (Microsoft 365 Mobility and Security), MS-500 (Security Administrator Associate).
* Power Platform: PL-900 (Power Platform Fundamentals).
* ITIL Certification: Minimum ITIL V4 Foundation or equivalent
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