MS Office support engineer

L2 MS Office support engineer

Location: Bangalore/Hyderabad/Delhi NCR/ Pune/ Chennai

Experience: 5-8 years

30 days joiners preferred.

Kindly share resume to nsenthil.kumar@genpact.com with Sub of "nsenthil.kumar@genpact.com 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.