Microsoft Office 365 Support

Infosys

2.7

(23)

Perth, Australia

Why you should apply for a job to Infosys:

  • 4.2/5 in supportive management
  • 57% say women are treated fairly and equally to men
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Our STEM education and maker movement programs enable you to support a more equitable digital society
  • At Infosys, our D&I charter draws inspiration from our values and is contained in the first tenet of our Code of Conduct and Ethics.
  • At Infosys, we nurture that spirit with technology that can inspire you to not just ask ‘what next’, but actually help you to build it.
  • #120289BR

    Position summary

    ia
    Salary range: AUD 90,243 - 98,861 (Annual Gross)

    Job Description

    The Support Engineer with minimum 4 years of experience is responsible for providing technical support and assistance to end-users regarding Office 365 applications, Microsoft Teams, hardware devices, and printer management. Troubleshoot issues, resolve problems, and ensure the smooth operation of IT systems to maximize productivity and user satisfaction. Hardware assets include but aren't limited to: Laptops, Headsets, Monitors, Docks, Mobile Phones, and peripherals. Supporting these devices includes the installation, testing and maintenance of devices, their BIOS and drivers and components as per established standards, guidelines, process, and procedure.

    Your role

    1. Office 365 Support: Provide technical support for Office 365 applications, including Outlook, Word, Excel, PowerPoint, and SharePoint. Assist users with account setup, email configuration, document collaboration, and troubleshooting of Office 365-related issues. Coordination with Microsoft for any Cloud or product availability issues
    2. Microsoft Teams Administration: Manage and administer Microsoft Teams environment, including user provisioning, channel creation, guest access, and security settings. Provide guidance and support to users on Teams usage, features, and integrations.
    3. Hardware Support: Troubleshoot hardware issues related to desktops, laptops, mobile devices, peripherals, and accessories. Diagnose hardware failures, perform repairs or replacements, and coordinate with vendors for warranty support and replacement parts.
    4. Printer Management: Manage and maintain printer infrastructure, including network printers, multifunction devices, and print servers. Install, configure, and troubleshoot printer drivers, queues, and print spooler issues. Perform routine maintenance and consumables replacement as needed.
    5. Software Installation and Configuration: Install, configure, and support software applications on end-user devices, including operating systems, productivity tools, antivirus software, and specialized business applications. Ensure software compliance and licensing adherence.
    6. Remote Desktop Support: Provide remote assistance and support to end-users using remote desktop tools and collaboration platforms. Troubleshoot connectivity issues, VPN access, and remote desktop protocol (RDP) configurations.
    7. User Training and Documentation: Develop and deliver training materials, user guides, and knowledge base articles on Office 365, Microsoft Teams, hardware usage, and printer management. Conduct training sessions and workshops to educate users on IT best practices and procedures.
    8. Incident Management and Ticket Resolution: Respond to IT incidents and service requests in a timely manner, prioritizing and resolving issues based on severity and impact. Document incident details, actions taken, and resolutions in the IT ticketing system.
    9. IT Asset Management: Maintain accurate inventory records of IT assets, including hardware devices, software licenses, and peripherals. Conduct periodic audits and asset tracking to ensure compliance with organizational policies and procedures.
    10. Security Awareness and Compliance: Promote security awareness among end-users, emphasizing best practices for data protection, password management, and cybersecurity hygiene. Ensure compliance with IT security policies, regulatory requirements, and industry standards.
    11. Exchange server administration: Exchange mailbox administration, Email server log analysis and troubleshooting, Email server set-up , Shared email configuration mgmt., workgroup manager and workgroup services.
    12. Provide a professional and well-mannered telephone and face to face service for all enquiries.
    13. Provide an effective interface between users and service providers supplying all necessary diagnostic information according to procedures.
    14. Provision IT hardware through the documented procurement processes and procedures while ensuring the transparency and traceability of all purchases for all team members.
    15. Priorities and effectively manage BAU requests and incidents as well as any approved projects and tasks as assigned and approved line manager.
    16. Consistently seek improvements and efficiencies in process, procedure and standard and communicate them to the team and leadership for review

    Required

    1. Proven experience as a Support Engineer or similar role, with hands-on experience in providing technical support for Office 365, Microsoft Teams, hardware, and printer management.
    2. Strong understanding of Office 365 applications, Microsoft Teams features, and hardware troubleshooting techniques.
    3. Familiarity with printer technologies, print management tools, and printer consumables replacement. 5. Proficiency in diagnosing hardware and software issues, including desktops, laptops, mobile devices, and peripherals.
    4. Excellent problem-solving skills and ability to troubleshoot complex IT issues independently.
    5. Strong communication and interpersonal skills, with the ability to communicate technical information to non-technical users effectively.
    6. Experience with IT ticketing systems, incident management processes, and service level agreements (SLAs).
    7. Certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate, CompTIA A+, or equivalent are preferred.
    8. Strong commitment to customer service, user satisfaction, and continuous learning

    Preferred
    Certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate, CompTIA A+, or equivalent are preferred.

    Personal
    Besides the professional qualifications of the candidates we place great importance in addition to various forms personality profile. These include:

    • High analytical skills
    • A high degree of initiative and flexibility
    • High customer orientation
    • High quality awareness
    • Excellent verbal and written communication skills

    All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer

    Why you should apply for a job to Infosys:

  • 4.2/5 in supportive management
  • 57% say women are treated fairly and equally to men
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Our STEM education and maker movement programs enable you to support a more equitable digital society
  • At Infosys, our D&I charter draws inspiration from our values and is contained in the first tenet of our Code of Conduct and Ethics.
  • At Infosys, we nurture that spirit with technology that can inspire you to not just ask ‘what next’, but actually help you to build it.