Technical Support for MS Polish Market

Role Overview: As a Technical Support Specialist, you will play a crucial role in delivering exceptional technical support to our Enterprise customers within the Microsoft Polish Market. You will be responsible for identifying, investigating, and resolving technical issues through various channels, including phone and web-based platforms. Collaboration with colleagues, subject matter experts, and escalation to Engineering and Management teams will be key aspects of your daily responsibilities.

Key Responsibilities:

• Take ownership of new cases and escalations promptly, ensuring timely resolution.
• Assist Enterprise customers, partners, and fellow engineers with technical issues related to Office 365 and associated tools.
• Define the scope of customer issues and support boundaries by gathering comprehensive information.
• Conduct thorough research and investigation into technical problems, potentially collaborating with cross-functional teams.
• Consult with peers and hand over cases if necessary, ensuring seamless customer support.
• Escalate complex issues to management as needed, advocating for customer needs and maintaining proactive communication.
• Collaborate with Engineering teams to address service issues, implement bug fixes, and develop test cases.
• Ensure adherence to Service Level Agreements (SLAs) by managing customer expectations and delivering on commitments.
• Document technical processes and findings in a detailed and organized manner.
• Proactively address customer satisfaction concerns to prevent escalations.

Technical Skills Required:

• Strong knowledge of Office 365 in an Enterprise environment, with particular emphasis on Exchange Online.
• Foundational knowledge of Networking, Protocols, Authentication (Basic, Kerberos, NTLM), and PowerShell.
• Experience with Office 365 Directory Synchronization tools (DirSync) and Microsoft Azure Active Directory Connect tool (AD Connect).
• Proficiency in DNS management, including types of records, troubleshooting, and DNS-related issues.
• Ability to read and analyze network captures.
• Familiarity with Active Directory concepts such as FSMO Roles, Domains and Trusts, and Sites and Services.

Compensation & Benefits:

• Training program compensation: 92.80 EUR per week for 4 weeks (8 hours per day), conducted in English.
• Salary options:
  • 1417,5  EUR gross/month, including base salary, holiday allowance, Christmas allowance, meal allowance.
  • 1300,84 EUR gross/month, including base salary, room allowance, holiday allowance, Christmas allowance, meal allowance.
• 40 hours per week on a rotational shift pattern, Monday to Friday from 08:00 am to 18:00 pm.
• Private health insurance, meal card, and holiday bonuses provided.

Relocation Package:

• Airport pick-up and administrative assistance with registration in Portugal.
• Reimbursement of initial flight expenses.
• Yearly complementary two-way flight ticket within the EU.
• Accommodation in company-shared apartments fully equipped and furnished.
• Free Portuguese lessons, sports activities, and cooking lessons.

Accommodation:

• Company-rented apartments fully equipped with kitchen, living room (cable TV, wireless internet), all utilities covered (water, gas, electricity, cable TV, internet).

Joining Deadline: 18/11/2024

Location: Lisbon, Portugal

Holidays:

• Portuguese public holidays apply; compensation day given if working on public holidays.
• Proportional vacation entitlement in the 1st year, up to 20 days.

Additional Notes:

• 1-month trial period applies.
• Temporary contract with potential for renewal and permanency.

Hiring Process:

• Application review by client.
• Language online tests.
• Client interview.