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Office 365 Technical Specialist

BGI has the following contract opportunity for our direct client, located in Union, NJ
Job ID/Number:
Posted Date:
Job Location:
Union, NJ
Position Type:
Information Technology
The Office 365 Technical Specialist will support organizations in its effort to migrate into Office 365. The successful candidate will have significant knowledge of Office 365 platform, services, and associated configurations. The Office 365 Technical Specialist will provide consultation and hands-on implementation support to Office 365 migrations. The Office 365 Technical Specialist will support the Project Manager in gathering and analyzing requirements, solution design, and execute the migration, while delivering high customer satisfaction. Additionally, the candidate must possess strong creative, communication, and collaboration skills.
Will act as a subject matter expert in Office 365
Monitor support call queue for new M365 support calls and respond accordingly
Champion the adoption of Office 365 services as appropriate for our end users
Provide tier 2 support in the operation and management of M365 on Windows 7/10 PCs
Support installation, configuration, and support of Microsoft Office 365 on various platforms
Troubleshooting, managing, and resolving customer issues and escalations
Gathering and validating information related to specific service requests
Providing issue coordination and resolution management
Maintaining communication with the administrators/management to help ensure that issues are addressed on an ongoing basis
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
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
Notice trends and report reoccurring problems
Develop, foster and maintain effective working relationships with engineering to enhance the customer experience
Mandatory Skills & Experience:
Thorough understanding of Office 365 Suite and environment including capabilities, plans, service descriptions and features
Excellent knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)
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
Experience with desktop administration
Experience with remote desktop support
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
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