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Office 365 Support Lead

Location:
Rochdale
Company:
Agilisys

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The Office 365 Content and Collaboration Support Lead will need to have a background in SharePoint support and administration, with experience of supporting additional tools within Office 365 such as Microsoft Teams, OneDrive for Business, the Power Platform as well as good knowledge of the security and compliance features.

Leading a small highly motivated team that provides support for the Office 365 Content and Collaboration platform, acting as the lead support expert, providing technical assurance and mentoring to the support analysts within the team and acting as the first line of escalation.

It is a very fast paced environment that will give the successful candidate the opportunity to grow and develop as the M365 platform matures and will provide a broad foundation of technical knowledge. We anticipate that the support team will grow and develop so we are looking for a candidate with a solid technical background who has the potential to grow and develop the team. This role will provide a future career development pathway for the right person.

Key Responsibilities:

  • Line management of a small team of support analysts.
  • Act as first point of escalation for customer issues.
  • Lead by example, ensuring that the support team deliver an excellent service to our customers.
  • Own the team knowledge portal, ensuring that the knowledge base is kept up to date and work with the project delivery team to capture necessary information once projects complete and solutions brought into service.
  • Manage support ticket queues across multiple clients to a high standard following ITSM principles.
  • Participate in troubleshooting and incident resolution activities.
  • Create simple solutions with Microsoft 365 workloads / services utilising out of the box functionality, i.e. SharePoint sites, OneDrive for Business, Office 365 Groups, Teams, PowerApps etc.

Required skills & experience:

  • Strong ability to prioritise varied workloads across different environments.
  • 3-5 years of relevant industry experience.
  • Previous experience of leading a team or mentoring / coaching junior colleagues.
  • Experience of second line support for Microsoft 365 services and workloads.
  • In-depth knowledge of the features of Microsoft 365, including at least two of the following:
    • SharePoint Online
    • OneDrive for Business
    • Microsoft Teams
    • Azure AD
    • Microsoft Security and Compliance Package
  • Knowledge of on-premise infrastructure for SharePoint (2010/2013).
  • Demonstrable skills in business analysis and requirements documentation.
  • Excellent communication and presentation skills.
  • Ability to build and maintain effective relationships across various teams and skill levels within the company and with clients.
  • Intermediate knowledge of PowerShell and scripting
  • Respond to application questions, bugs, and other problems requiring issue resolution.
  • Fulfill typical SharePoint administration

What’s in it for you?

We’re based across the UK operating out of various customer sites, with London, Hammersmith being our company headquarters. We offer flexible working and a great corporate benefits scheme:

  • Pension Scheme
  • Health Insurance
  • Being an Employee Owner as part of the EOT
  • Life Assurance
  • 25 days annual leave (with the option to buy more)
  • Access to exclusive discounts and offers with a variety of retail providers through Agilisys “Perks at Work” scheme

Agilisys operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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