Pearson Recruitment | Operations Engineer | Work From Home

• Day to Day Tier 3 support of Office 365 and other collaboration tool issues

• Working to complete tickets in a timely manner with customer satisfaction as a top priority

• Submitting cases with vendors (where required) and working to resolution with timeliness

• Suggesting and making improvements to operational processes through automation

• Monitoring Microsoft O365 systems and licensing and reacting promptly to alerts or escalated outage tickets and following Incident management processes

• Support On Call support shifts

• Work closely with Level 1 & 2 ServiceDesk/Support teams to hand off escalations, notify of system issues, understand real time issue ticket metrics, and provide knowledge transfer.

• Work closely with Level 4 Engineering Teams to transfer knowledge and update product/service owners of issues.

• Other tasks as assigned

Skills:

• Basic understanding of accounting processes.

• Professional written and verbal communication skills

• Strong interpersonal skills, able to effectively engage at all levels of the company. Cultivate strong relationships and collaborative partnerships across teams.

• Positive attitude and passion for good customer service and user experience

• Ability to collaborate across globally dispersed teams

• Excellent analytical and problem-solving skills

• Excellent time management and organizational skills

Qualification: 

• Bachelor’s degree or equivalent in Computer Science, Engineering or other relevant field or have equivalent proven industry experience.
• Microsoft certifications preferred.
• ITIL Foundation or higher is an advantage.

Facebook Click here

LinkedIn Click here