Microsoft 365 Support Engineer

Eng MDM (M365 Support)

What success looks like in this role:

• Customer Service, along with skills to support password reset, account unlocking, distribution list administration, Exchange and email related L1/L2 level troubleshooting.
• Handle the chat, email and phone queue for the client as a staff augmentation member and collab with the existing team from the client end.
• The expected support hours are from Monday to Friday, between 12:00 PM and 9:00 PM CST (10:30 PM to 7:30 AM IST)
• Provide timely technical support globally for issues and requests through a variety of channels including ticketing system, phone, email, and MS Teams. Ensure each reported issue is tracked in the ticketing system and thoroughly resolved or escalated to the appropriate team for resolution.

• Provide courteous and professional first level support for all reported issues and requests. This could include, but is not limited to: resetting passwords, unlocking accounts, creating/modifying distribution lists, and various other technical issues.
• Accurately resolve issues in a timely manner with excellent customer service to deliver amazing customer experiences to all associates.
• Identify when an issue needs to be escalated to Level 2 or Level 3 support for resolution and accurately route the ticket, providing clear and concise notes in the worklog of the ticket with all troubleshooting performed and any relevant information that might aid in resolution.
• Provide timely and clear communication to end-users to ensure they are aware of the status of their issue or request.
• Balance phone calls, emails, tickets, direct messages, and escalations from management while also partnering with other IT support across the company to ensure a seamless experience for our end-users.
• Help to identify problem trends and, where possible, suggest process changes that would help to enhance the customer’s support experience.

#LI-UG1

You will be successful in this role if you have:

BA/BS degree and 2-4 years’ relevant experience OR equivalent combination of education and experience

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

 

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here.

Experience Level

Senior Level