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Zones LLC
,
London, Greater London
Microsoft O365 Premier Advanced Technical Support Specialist
Overview
Job Description
Microsoft O365 Premier Advanced Technical Support Specialist Information Technology London, United Kingdom Apply Description Position Overview As an Advanced Technical Support Specialist, you will provide technical solution advisement to our Premier Agents and Leads. This includes reviewing Agent case notes within our ticketing application, providing guidance and troubleshooting steps and working with the escalation team for cases that need to be escalated to Microsoft. Key Responsibilities The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Advanced Technical Support Specialist is primarily responsible for: + Technical Leadership and Advisement + Providing world-class customer experience with every interaction + Keeping abreast of all O365/Microsoft Technology changes + Empathizing with Team Leads and Agents when solving cases + Contributing Technical Training Content to the Training Team + We are seeking candidates with the following experience and skills Mandatory: + 1-3 years of providing Tier 1 to Tier 3 customer support or acting in an escalation support capacity + Passionate about delivering the ultimate customer experience + Demonstrated professionalism in resolving customer issues + Success at working in a team environment where a customer obsessive culture is paramount + Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions + Demonstrated ability to think on your feet and take a methodical approach to troubleshooting. + Commitment to meet and exceed individual and team KPIs + Excellent written and verbal communication skills + Understanding of Office 365 Suite and environment Desired: + Deep O365 Technical Experience + Experience with Microsoft Services (Exchange, Sharepoint, Azure AD) + Experience with legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.) + Experience with Microsoft Windows operating system environment As a rapidly growing global provider of IT solutions, we've expanded from Seattle to Sydney and beyond - with reach in over 80 countries around the world. Today's top brands count on Zones and our world-class partners - Microsoft, Apple, Cisco, Dell, Lenovo, and more - to transform their enterprises. To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernisation, Network Optimisation, Data Centre Transformation, and Security Fortification. While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. Zones offers a comprehensive Benefits package At Zones, work is more than a job - it's an exciting career immersed in an inventive, collaborative culture. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!