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Key Responsibilities/Outcome:
• Responsible for analyzing, troubleshooting, providing solution for issues on Collaboration tools and services to our end users
• Answers complex questions about users need and their issues
• Apply basic to advance diagnostic techniques to identify problems, investigate causfes and recommend solutions to correct common failures.
• Escalates complex problems to higher level of expertise within organization.
• Communicate or coordinate with the user and the resolver teams, suppliers and other departments within the organization to ensure best service to the end users.
• Change management – execution, feedback
• Contributes to the continuous improvement
• Demonstrate intermediate problem-solving skills and efficient troubleshooting skills
• Plan, develop, and lead interactive training sessions within the team.
• Play an active role in training the team members on process-related issues.
• Implement technological changes to enhance support functions.
• Working knowledge on Exchange Online, SharePoint, Power Platform, PowerShell, Teams, Security and Compliance
• Working knowledge on ticketing tools in the current market such as Service-Now.
• Certification will on any field will be an added advantage.
Must have skills : Exchange Online, SNOW, Teams admin, M365 admin center, Security & Compliance admin
Good /Nice to have skills: Mimecast, SharePoint Online, PowerShell Scripting, Active Directory
Competences required
• Able to communicate effectively, with internal or external teams, in written and oral format
• Listens to constructive feedback and incorporates suggestions to achieve collective objectives
• Soft skills
• Excellent written, verbal, and interpersonal skills
• Self-motivated and be able to produce and perform with minimal supervision as well
• Curiosity
• Rigor, well organized
• Ability to take decisions
• Must be able to deal with stakeholders, to challenge (Michelin teams or Providers)
• Ability to quickly adapt to changes Creative, thinking outside of the box, eager to learn and truly committed to the success of the company
