Position Summary: The Tier 3 Microsoft Office 365 Subject Matter Expert (SME) will apply advanced technical skills and knowledge to collect needed information to resolve issues in a highly complex and fast-paced 24/7/365

Support Network Operations Center to the financial industry client.

Primary Duties and Responsibilities

- Support Office 365 applications including Exchange Online, Teams, OneDrive Sync, Office Online, OneNote, Outlook WebApp, Outlook Client, Visio, Power BI and Office Suite.

- Provide Tier 3 support to Service Desk, monitor the Office 365 tenants. Monitor and test performance for potential bottlenecks, identify possible solutions, and work with Tier 3 counterparts to resolve issues Address client connectivity, client software distribution, and mobile installation issues.

- Develop and document best practices for supporting the Office 365 application and assist with developing appropriate support model

- Maintain current knowledge of relevant technologies as assigned

- Provide advice and training to peers on various Office 365 applications

- Write and maintain custom scripts (PowerShell) to remediate issues to support users

- Manage the O365 Knowledge base content Manage email distributions. This includes keeping content in the email templates current so that large mailings can be sent quickly when needed

- Regularly update intranet content as new features appear

- Announce the arrival of new features and describe how to use them in ways that all users can understand

- Align proper tenant licenses to users' needs

- Provides training sessions covering O365 tools and best practices, is key in managing the content, tips & Tricks and answering

- Facilitates Office 365 migration with the client

- Set up administrator and service accounts, install system wide software

- Other ad hoc duties as required

[Must]

- 5+ years’ experience in any one or combination of O365, Active Directory or other cloud-based system, and troubleshooting experience

- A strong understanding of Office 365 applications including Exchange Online, Teams, OneDrive Sync, Office Online, OneNote, Outlook WebApp, Outlook Client, Visio, Power BI and Office Suite. Prior experience in supporting an O365 environment is required.

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

- 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

[Advantage]

- Experience working with financial industry clients

- At least 5 years’ experience with Microsoft Windows operating system environment

- Experience with server and network administration (Windows and/or Linux)

- Experience with ITIL methodologies and best practices

- Experience with Microsoft System Center Configuration Manager (SCCM)

- Understanding of DNS

- Experience with POP/IMAP/SMTP

- CISSP, or MCP certification

- Thorough Understanding of Concepts of Networking Fundamentals Experience with the following:

* Microsoft Visio

* 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

To apply, kindly email your updated resume to cv_mimi@goodjobcreations.com.sg

We regret that only shortlisted candidate will be notified. However, rest assured that all applications will be updated to our resume bank for future opportunities.