IT Support Technician

We are seeking a proactive and customer-focused IT Support Techncian 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, other cloud hosted SaaS. 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

First Call Resolution Rate: 80% of support tickets resolved during the initial user contact, indicating efficiency in addressing common Microsoft 365 issues.

Average Resolution Time: Within a four-hour SLA, to resolve support tickets, reflecting the speed and effectiveness of troubleshooting and problem-solving efforts.

Ticket Escalation Rate: Less than 20% of tickets escalated from Level 1 to Level 2 support, providing insight into the complexity of issues and the proficiency of Level 1 support.

User Satisfaction Score: Maintaining user satisfaction score of 4/5 or 5/5, measuring satisfaction with the support provided and overall user experience.

Knowledge Base Contribution: Contributing at least two documented solutions or key insights per month to the organization's knowledge base, promoting knowledge sharing and continuous improvement.

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: For the support requirement of this role, this validates expertise in deploying and managing Microsoft 365 services. 

Technical Proficiency: Experience is planning and managing from a security perspective, 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, including Outlook, Teams, and SharePoint. Familiarity with user account management tasks within Microsoft Entra ID such as account creation and password resets. Experience in the use of Microsoft Intune and Microsoft Defender to manage a distributed base of devices.

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. Experience in managing support tickets, including logging, categorizing, and prioritizing incidents, and ensuring timely resolution.

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 when necessary. Experience in identifying recurring issues and contributing to problem management processes to prevent future incidents.

Knowledge Management: Maintaining security knowledge and configuration details relevant to the Cenergist environment. Experience in creating and maintaining documentation for common issues and their resolutions, contributing to a knowledge base to aid in quicker problem-solving. Ability to provide user training and guidance to enhance understanding and utilization of Microsoft 365 tools.

Adaptability and Continuous Learning: A track record of staying updated with the latest developments in Microsoft 365 and related technologies through continuous professional development. Experience in adapting to new tools and processes within an IT Service Management (ITSM) framework.

Communication Skills: Effectively conveying technical information to non-technical users. Documenting issues and solutions clearly for future reference. Familiarity with Spanish would be helpful, but not essential

Problem-Solving Abilities: Diagnosing and resolving technical issues efficiently. Thinking critically to identify root causes and implement solutions.

Customer Service Orientation: Providing prompt and courteous assistance to users. Ensuring user satisfaction through effective support.

Adaptability: Adjusting to new technologies and changing environments. Learning and applying new skills as required.

Teamwork: Collaborating effectively with colleagues and other departments. Sharing knowledge and supporting team objectives.

Company Values: Work in line with Cenergist Values – Quality, Collaboration, Innovation, Support and Passion