MS Office support engineer

3 weeks ago

Noida, India Genpact Full time
L2 MS Office support engineer
Location: Bangalore/Hyderabad/Delhi NCR/ Pune/ Chennai
Experience: 5-8 years
30 days joiners preferred.
Kindly share resume to with Sub of " with sub of "MS Office Support" along with notice period.
WHAT YOU’LL DO:
Applicants will perform Level 2 application support and incident management.
The candidate will be working with the Productivity Tools team.
The team owns and supports several products within Microsoft 365 including all Office applications, MS Outlook, multiple add-ins for the MS Office Suite, Adobe Acrobat and WinZip.
Provide technical expertise & excellent support for our Microsoft 365 product applications at a Level 2 skillset. This experience should include deep knowledge of Office applications as well as troubleshooting COM add-ins across the suite, Adobe Acrobat and WinZip.
Work closely with Level 1/1.5 support teams.
Escalate complex issues to Level 3 engineers or vendors as needed.
Responsibilities
Applicants will perform Level 2 application support and incident management.
The candidate will be working with the Productivity Tools team.
The team owns and supports several products within Microsoft 365 including all Ofifce applications, MS Outlook, multiple add-ins for the MS Office Suite, Adobe Acrobat and WinZip.
Provide technical expertise & excellent support for our Microsoft 365 product applications at a Level 2 skillset. This experience should include deep knowledge of Office applications as well as troubleshooting COM add-ins across the suite, Adobe Acrobat and WinZip.
Work closely with Level 1/1.5 support teams.
Escalate complex issues to Level 3 engineers or vendors as needed.
Qualifications we seek in you
Minimum Qualifications
Bachelor's / Master's degree in computer science engineering/technology)
Technical certifications would be an added advantage
Preferred Qualifications/ Skills
You will be supporting a global user community. Flexible work hours are required.
A strong background troubleshooting on enterprise Windows, Mac and iOS environments as well as the MS Office 365 applications that reside on those platforms.
Proficient in troubleshooting and resolving issues related to crashes, performance, installation, data loss, features, licensing, and deployment of Office applications and their add-ins within enterprise environments
Expertise in supporting Outlook and native email clients, with deep knowledge of delegation, shared mailbox access, PST migrations, online archives, and related enterprise environment issues.
Evolving experience across Level 1/2 support roles in the technology stack previously described.
Responsible for Incident and problem escalation and resolution for Office 365 platforms.
Basic knowledge and experience of Microsoft Exchange Admin Center and delegation permissions.
Experience with Adobe applications is a plus.
ITIL and Major incident management knowledge
Strong comprehensive problem-solving skills to identify and solve issues quickly.
Ability to work independently as well as part of a virtual, geographically dispersed team bringing a sense of urgency to the tasks at hand.
Effectively handle difficult and stressful situations with poise, tact and patience, while demonstrating a sense of urgency.
Strong analytical and troubleshooting skills, detail-oriented, and quality-minded.
Exceptional verbal and written communication and presentation skills.

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