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Office 365 Level 2 Senior Support Analyst


Our opportunity


Office 365 Level 2 Senior Support Analyst


Become a part of newly forming team located in Bratislava, providing a world-class customer service experience to Zurich’s internal end users! As part of a regional Zurich support team, you will address ‘break-fix’ incidents, execute end user service requests, and provide end user support for ‘how do I’ queries.


Your role

  • Work as part of a regional Zurich team providing Level 2 support for the O365 Products around the world
  • Deliver the required service in line with all documented service levels and other quality measures
  • Accurately document all work performed through Zurich’s Service Now ticketing system including details and outcomes
  • Apply ITIL fundamentals to all relevant processes including Incident and Change Management
  • Actively provides Office 365 product and technical advice; leads and contributes to the shaping of technical standards and guidelines
  • Develop, foster and maintain highly effective customer interactions
  • Be a subject matter expert in an Office 365 sub-set of Products
  • Engage with key stakeholders to eliminate service failings and offer up solutions to improve the customer experience


Your Skills and Experience

  • 3-5 years of experience working with O365 Products including 1-2 years in an end user support capacity.
  • Technical knowledge and understanding of Office 365 Products including Teams, Exchange, SharePoint and OneDrive
  • Working knowledge of other O365 Products
  • Good understanding of Active Directory and Azure Cloud
  • ITIL foundational and related Microsoft products certifications are advantage
  • Experience of working with ServiceNow or similar service management platform
  • Working knowledge of PowerShell scripting
  • Strong problem-solving skills
  • Team player
  • Strong customer service focus
  • Very good command of English
  • Additional language (German or other major European language for EMEA region) is advantage


Minimal salary offer is 2000EUR/Gross plus other pay elements based on your experience.

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