M365 Technical Support Engineer - Level 1 with FRENCH in Bucuresti

The role is focused on the Microsoft 365 suite The team which you work in provides support services focused on cloud technologies across Workplace, Data Center and Security As a member of this team, you will be expected to, supported and encouraged to keep your skills up to date and develop your deep technical knowledge across M365 by obtaining and maintaining vendor certifications. You will support SoftwareONE’s customers via Email, Outbound Calls and the web support portal As a Level 1 Associate – Cloud Managed Services you will provide European Time Zone support and work within a team which provides 24x7 technical support for issues that involve our Cloud Support customers. You will operate under pressure to isolate problems which are directly affecting our customer systems. Working hours will be specific to EMEA Time Zone only, day shift only. Depending on your location this can vary between 9:00 - 19:00 Using your experience and sound technical knowledge you will assess issues and provide solutions. As the technical support engineer you are expected to drive issues through to resolution in a timely fashion. If an escalation is needed when troubleshooting, you have the support of Level 2 & 3 as well as the Team Lead You will apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs Your excellent written English skills will be used to develop & review Knowledge Base Articles and maintain system documentation. Your spoken English language skills will be used for communication with customers as required; keeping them informed of incident progress, notifying them of updates for Service Requests. Drive customer communication during critical events Take corrective actions based on the customer satisfaction surveys What we need to see from you Minimum of 1 year of experience in M365 support Languages: English and FRENCH Demonstrable experience of working within Large enterprise environments subject to change control as per ITIL best practice You have Awareness Level, a general understanding of: Quality of Service and Networking (DNS, QoS, CoS) Knowledge of underlying Microsoft Core Infrastructure Troubleshooting core Microsoft Security related technologies Email integration -able to troubleshoot, within the extent of the admin console and access limitations, Exchange with any existing security and mail gateways the customer may have e.g. Mimecast, Barracuda etc Mobile Device Management - able troubleshoot Intune policy related issues which may impact customers access to their environment Troubleshooting the Desktop clients in terms of their interaction with the core M365 workloads You have Skilled Level, practical working experience in this area, allowing it to be applied in basic routine situations with minimal guidance or supervision. Understanding and supporting M365 core workloads : Exchange Online. Sharepoint, OneDrive , Teams (non UC) Preferred Qualifications Knowledge of Office 365 Security & Compliance Features and Authentication protocols. Microsoft MS-900, AZ-900 Ideally experience in a previous role within Modern Workplace in a Managed Service capacity University graduate, preferably with an Engineering degree in Electronics and Telecommunications or Information Technology Experience working within and ISO/IEC 20000 certified organization ITIL Foundations certification Your Personality Our 7 Core Values fit your value system Understands the customer Passion for delivering excellence Works collaboratively Willingness to contribute to the central escalation knowledgebase Adaptable to embrace change Takes initiative Methodical approach to troubleshooting Active listener and effective communicator Ability to prioritize and demonstrate relentless discipline in achieving goals “SoftwareONE is an equal opportunity employer. With employee satisfaction as one of our core values, we are passionate about diversity and are committed to creating an inclusive environment for all of our employees. We want every employee to have the greatest experience of their career.” #LI-AM1 Job Function Software & Cloud Services