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Technical Support

2 weeks ago

Clifton Park, New York, United States nfrastructure Full time
Company Description

Let's Work Together

Microsoft Office 365 Support Ambassador

This position is based in: Clifton Park, NY

LIFE at nfrastructure

At nfrastructure, we understand that our success results from our diverse workforce. nfrastructure nployees relish challenging projects working alongside technology's best and the brightest. Our team members enjoy the freedom and support they receive to help our customers solve problems and capitalize on opportunities. Our work environments are designed to foster collaboration, creativity, excitement and success. We are a high-growth organization that counts many of the world's most admired brands as customers. nfrastructure is a CRN Triple Crown winner, a member of the Fast Growth 150, Tech Elite 250 and Solution Provider 500, Inc.'s Build 100 List of Sustained-Growth Companies, Inc.'s 500|5000 list, and are recognized as both a Times Union Top Workplace and a Best Company to Work for in New York State.

Job Description

ROLE: Microsoft Office 365 Ambassador

As an O365 Ambassador, you will provide a world-class customer service experience to O365 customers. You will be first point of customer engagement, providing thoughtful day-to-day comprehensive technical support to administrators from initial challenge through resolution. This will include talking the customer through account set up, to troubleshooting and resolving all technical issues. You and your teammates will redefine "customer satisfaction" to mean that the customer is "blown away" as you resolve the issue on the first call. In this role, you will provide your insight and execution to drive the optimal customer experience by phone call, email and remote assistance.

RESPONSIBILITIES:

· Provide world-class customer experience with every interaction

· Engage and empathize with customers to support and resolve technical issues through completion

· Develop, foster and maintain highly effective customer interaction

· Support installation, configuration, and support of Microsoft Office 365 on various platforms

· Accurately document all work performed through ticketing system including details and outcomes

· Ensure accurate and timely resolution of all assigned issues

· Escalate product bugs or unresolvable cases

· Update O365 licenses, subscriptions and user management as necessary

· Collaborate with team members to enhance the customer experience

· Increase engagement with O365

· Share knowledge amongst the Microsoft support program community via solution documents, social media, technical communities and training recommendations

· Participate in product testing, tool building and pilot new projects

Qualifications

Mandatory Skills & Experience:


• years' experience in any one or combination of O365, Active Directory or other cloud based system, and troubleshooting experience

• 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 O365 Suite and environment

• Understanding of O365 capabilities, plans, service descriptions and features

• Experience with desktop administration

• Experience with remote desktop support

• Knowledge of concepts and best practices relative to call center methodologies

• Excellent knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)

• Demonstrated Insight: the best and the brightest thinking with the capacity to gain an accurate and deep understanding

• Demonstrated Execution: ability to take action and follow through

• Demonstrated Results: ability to makes a difference by successfully exceeding expectations on established metrics

Desired Skills & Experience:
 Experience with Microsoft Windows operating system environment
 Experience with server and network administration (Windows or Linux)
 Experience with ITIL methodologies and best practices
 Experience with server & network administration
 Understanding of DNS
 Experience with POP/IMAP/SMTP
 A+, Network+, or MCP certification
 Concepts of Networking Fundamentals
 Microsoft Visio

Experience with the following technologies:
 Active Directory
 Microsoft Exchange Server
 Microsoft Server
 Microsoft SharePoint
 Microsoft Lync / Skype for Business
 Microsoft SQL Server Management

Experience with the following troubleshooting scenarios:

• O365 set up from start to finish

• Office Suite installation and Activation

• OneDrive synchronization application troubleshooting

• Outlook configuration using POP, IMAP or Autodiscover service

• Mail flow configuration and troubleshooting

Additional Information

About nfrastructure:

nfrastructure partners with the world's most admired brands to design, build, and operate infrastructure and applications for digital business. Our insight, execution, and results culture, world-class engineering talent, on-site technical service in every major market, tightly integrated high-availability remote support and our innovative, proprietary "nterprise" software platform delivers a highly differentiated value proposition for our customers and partners.

More information about nfrastructure can be found at

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