Cloud Support Executive

Job Description

Last date to apply: 26th Feb, 2023Position Title: Cloud Support ExecutiveReporting to: AM ? Cloud SupportJob Group: 1ALocation: LahoreDivision: Telenor Shared ServicesDepartment: AugmentationUnit: Customer ManagementWhy should you join Telenor?At Telenor, we give you the opportunity to become a skilled professional in your chosen field of interest. Being rated as the top employer of the country, we enable you to realize your dreams in an environment of diversity and openness to new mindsets.Goals

• Play a key role towards service delivery related to customer requests, complaints and change orders
• Ensuring that issues are resolved within Service Desk and reducing dependency on other expert teams and vendors
• Deliver high quality through performance and communication

Your Typical day at workThe resource needs to administer Office 365 for small to medium sized businesses, including Office 365 provisioning of users, groups, and domains, configuring remote connectivity, manage SharePoint Online site collections, metadata, user profiles, and sites, and administer Exchange Online and Lync Online mailboxes, contacts, groups, hybrid deployment, security, and compliance.

• Support users worldwide on any functional issues related to MS Office 365 environment when they are not resolved locally by local Help Desk and Business unit sellers.
• Ability to handle escalated customer situations with empathy and ownership.
• Ability to build customer/partner relationships.
• Comfortable and efficient with cross-group collaboration.
• Ability to offer technical consultation and coaching to Tier 1 agents via a ticketing system.
• Identify opportunities for improvement and proposed appropriate solutions where required.
• Quality assurance (Ensuring that the team is delivering according to the performance standards that are set in service level agreement by maintaining a high service level, analyzing and improving the performance to achieve our targets
• Training (Coaching Users on MS Office 365 tools i.e SharePoint, MS Office, MS Exchange, MS Lync)
• To work in shifts as per the service level agreement with the customer. The service window may change if the SLA changes
• To perform duties during public holidays and off days if required.
• Have positive and proactive attitude.
• Effective communication skills (listening, reading, writing and speaking in English)
• Thinks in future oriented terms, and takes decisive actions today to create and maximize growth opportunities for tomorrow
• Full compliance of all standards including communication plan

Note: These above responsibilities and KPIs are not definitive and may be subject to future amendments.Eligibility Criteria: Education: Degree(s)/Major(s): Bachelors in Computer Science/ Masters (optional) or equivalent,Certification: Having MS certification MS-100 - Microsoft 365 Identity and Services / MS-101: Microsoft 365 Mobility and Security will be a plus.Work experience:

• 1-2 years of experience in technical support in an enterprise environment using MS Office 365 or similar MS technology products.
• Customer Services - (12 months)

Functional Skills & Competencies

• Business communication & the ability to communicate with all levels of staff
• Deep knowledge of Office 365/Exchange/SharePoint/Active Directory
• Thorough experience and ability to troubleshoot and resolve issues
• Innovative, efficient and process oriented approach towards problem-solving
• The ability to make decision with a result oriented approach
• Focus on great internal and external customer service
• Ability to manage multiple functional areas simultaneously
• Flexibility and adaptability to adjust to changing operational needs in evolving situations
• Ability to prioritize and handle multiple tasks in a higH pressure environment
• Must be a self-going and independent person who can handle work load efficiently and manage pressure in a challenging environment with initiative, energy and flexibility
• Strong communication skills, both written and verbal

Potential Career Path:

• Broaden business knowledge through exposure into the multinational organizational model
• Expand and develop expertise in Microsoft products

Keyskills :