Modern Workplace Support Engineer

Role Overview: The Modern Workplace – Skilled Support Engineer role is a key position within the team, responsible for providing advanced troubleshooting and support for modern workplace initiatives. This role involves collaborating with various departments to ensure the integration and performance of workplace services, including device management, software, and collaboration tools. These services primarily include Microsoft products such as the M365 platform, MS Teams, Outlook, etc.

Key Responsibilities:

• Provide advanced troubleshooting for Microsoft Office Suite on mobile, laptop, and tablet devices.
• Collaborate with First-Line Service Desk and Accenture Advanced Technical Centre to resolve and escalate complex issues.
• Document and update SOPs and knowledge base articles.
• Engage in problem management to resolve complex issues through vendor interaction or change management for enhancements.
• Identify opportunities to improve the client environment and digital workplace to reduce incidents and enhance user experience.

Technical Skills:

• Device Management: Proficient in Intune and Azure.
• Troubleshooting: Strong problem-solving skills, with the ability to diagnose and resolve IT issues.
• Collaboration Tools: Familiar with the Microsoft 365 suite, including Teams, SharePoint, and OneDrive.

Soft Skills:

• Communication: Good verbal and written communication skills, with the capacity to explain technical concepts to non-technical users.
• Collaboration: Ability to work effectively within a team environment and collaborate with cross-functional teams.
• Customer Service: Strong customer service orientation with an emphasis on user satisfaction.
• Adaptability: Capability to adapt to evolving technologies and processes in a dynamic work environment.
• Documentation: Skilled in creating and maintaining technical documentation and Standard Operating Procedures (SOPs).