Role: Contract 0365 Support Engineer
Length: 8-10 Weeks initially
IR35 Status: Inside
Our client is running a project to upgrade their customer base to Microsoft Office365. For the upgrade project to be successful, customers must be upgraded from the clients' platform to Office365.
The organisation is currently seeing a high level of inbound traffic from users needing assistance in reconfiguring their mobile and desktop/laptop devices. To deal with this traffic and remove the impact from other areas of the business a dedicated phone support team is required.
The role is responsible for:
- The support of the users post their upgrade from Hosted Exchange to Office365.
- Managing and maintaining customer support tickets within agreed Service Level Agreements and KPI's by effectively responding to Incidents and Service Requests related to the upgrade.
- Ownership of inbound customer queries from logging the phone/email request in our incident management system, identifying the issue, through to confirmed resolution with the user.
- Direct customer contact via phone and email.
Office365 Migration Support (Desirable)