Lima, Lima
Job Summary

Provide world-class customer experience with every interaction • Engage and empathize with customers to support and resolve technical issues through completion • Develop, foster and maintain highly effective customer interaction • Support installation, configuration, and support of Microsoft Office 365 on various platforms • Accurately document all work performed through ticketing system including details and outcomes • Ensure accurate and timely resolution of all assigned issues • Escalate product bugs or unresolvable cases • Notice trends and report reoccurring problems • Develop, foster and maintain effective working relationships with engineering to enhance the customer experience • Update O365 licenses, subscriptions and user management as necessary • Share your knowledge with teammates and guide them in the resolution of complex technical problems • Collaborate with team members to enhance the customer experience • Increase engagement with O365 • Share knowledge amongst the Microsoft support program community via solution documents, social media, technical communities and training recommendations • Participate in product testing, tool building and pilot new projects • Enforce a high quality customer service culture • Stay up to date with technological changes in the industry with internal and external training REQUIREMENTS: Mandatory Skills & Experience: • 1-2 years’ experience in O365 • Full Understanding about Safety protocols in Mining • Passionate about delivering the ultimate customer experience • Demonstrated professionalism in resolving customer issues • Success at working in a team environment where a customer obsessive culture is paramount • Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions • Demonstrated ability to think on your feet and take a methodical approach to troubleshooting. • Commitment to meet and exceed individual and team KPIs • Good written and verbal communication skills • Understanding of O365 Suite and environment • Understanding of O365 capabilities, plans, service descriptions and features • Experience with desktop Support • Experience with remote desktop support • Knowledge of concepts and best practices relative to call center methodologies • Excellent knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook, Microsoft Team, Word, Excel, OneNote, PowerPoint, Power BI, OneDrive for Business, etc.) • Demonstrated Insight: the best and the brightest thinking with the capacity to gain an accurate and deep understanding • Demonstrated Execution: ability to take action and follow through • Demonstrated Results: ability to makes a difference by successfully exceeding expectations on established metrics Desired Skills & Experience:  Experience with Microsoft Windows operating system environment  Experience with server and network administration (Windows or Linux)  Experience with ITIL methodologies and best practices  Experience with server & network administration  Understanding of DNS  Experience with POP/IMAP/SMTP  O365, Network+, or Azure certification  Concepts of Networking Fundamentals Experience with the following technologies:  Active Directory  Microsoft Exchange Server  Microsoft Server  Microsoft SharePoint  Microsoft Lync / Skype for Business  Microsoft SQL Server Management Experience with the following troubleshooting scenarios: • O365 set up from start to finish • Office Suite installation and Activation • OneDrive synchronization application troubleshooting • Outlook configuration using POP, IMAP or Autodiscover service • Mail flow configuration and troubleshooting

Key Responsibilities
1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services To Ensure Compliance With Company Policies.
2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis Using Asset Management Tools To Identify And Rectify Recurring Problems.
3. Conduct Knowledge Base Updates And Management, Facilitating Training Sessions For New Hires And Coaching Analysts To Enhance Team Capabilities.
4.



Independently Resolve Tickets Within The Agreed Service Level Agreement (Sla) For Ticket Volume And Response Time, Utilizing Asset Management Software To Track And Manage Incidents Effectively.
5. Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) Scores By Striving For First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.
Skill Requirements

Provide world-class customer experience with every interaction • Engage and empathize with customers to support and resolve technical issues through completion • Develop, foster and maintain highly effective customer interaction • Support installation, configuration, and support of Microsoft Office 365 on various platforms • Accurately document all work performed through ticketing system including details and outcomes • Ensure accurate and timely resolution of all assigned issues • Escalate product bugs or unresolvable cases • Notice trends and report reoccurring problems • Develop, foster and maintain effective working relationships with engineering to enhance the customer experience • Update O365 licenses, subscriptions and user management as necessary • Share your knowledge with teammates and guide them in the resolution of complex technical problems • Collaborate with team members to enhance the customer experience • Increase engagement with O365 • Share knowledge amongst the Microsoft support program community via solution documents, social media, technical communities and training recommendations • Participate in product testing, tool building and pilot new projects • Enforce a high quality customer service culture • Stay up to date with technological changes in the industry with internal and external training REQUIREMENTS: Mandatory Skills & Experience: • 1-2 years’ experience in O365 • Full Understanding about Safety protocols in Mining • Passionate about delivering the ultimate customer experience • Demonstrated professionalism in resolving customer issues • Success at working in a team environment where a customer obsessive culture is paramount • Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions • Demonstrated ability to think on your feet and take a methodical approach to troubleshooting. • Commitment to meet and exceed individual and team KPIs • Good written and verbal communication skills • Understanding of O365 Suite and environment • Understanding of O365 capabilities, plans, service descriptions and features • Experience with desktop Support • Experience with remote desktop support • Knowledge of concepts and best practices relative to call center methodologies • Excellent knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook, Microsoft Team, Word, Excel, OneNote, PowerPoint, Power BI, OneDrive for Business, etc.) • Demonstrated Insight: the best and the brightest thinking with the capacity to gain an accurate and deep understanding • Demonstrated Execution: ability to take action and follow through • Demonstrated Results: ability to makes a difference by successfully exceeding expectations on established metrics Desired Skills & Experience:  Experience with Microsoft Windows operating system environment  Experience with server and network administration (Windows or Linux)  Experience with ITIL methodologies and best practices  Experience with server & network administration  Understanding of DNS  Experience with POP/IMAP/SMTP  O365, Network+, or Azure certification  Concepts of Networking Fundamentals Experience with the following technologies:  Active Directory  Microsoft Exchange Server  Microsoft Server  Microsoft SharePoint  Microsoft Lync / Skype for Business  Microsoft SQL Server Management Experience with the following troubleshooting scenarios:



• O365 set up from start to finish • Office Suite installation and Activation • OneDrive synchronization application troubleshooting • Outlook configuration using POP, IMAP or Autodiscover service • Mail flow configuration and troubleshooting

Other Requirements

- Provide world-class customer experience with every interaction • Engage and empathize with customers to support and resolve technical issues through completion • Develop, foster and maintain highly effective customer interaction • Support installation, configuration, and support of Microsoft Office 365 on various platforms • Accurately document all work performed through ticketing system including details and outcomes • Ensure accurate and timely resolution of all assigned issues • Escalate product bugs or unresolvable cases • Notice trends and report reoccurring problems • Develop, foster and maintain effective working relationships with engineering to enhance the customer experience • Update O365 licenses, subscriptions and user management as necessary • Share your knowledge with teammates and guide them in the resolution of complex technical problems • Collaborate with team members to enhance the customer experience • Increase engagement with O365 • Share knowledge amongst the Microsoft support program community via solution documents, social media, technical communities and training recommendations • Participate in product testing, tool building and pilot new projects • Enforce a high quality customer service culture • Stay up to date with technological changes in the industry with internal and external training REQUIREMENTS: Mandatory Skills & Experience: • 1-2 years’ experience in O365 • Full Understanding about Safety protocols in Mining • Passionate about delivering the ultimate customer experience • Demonstrated professionalism in resolving customer issues • Success at working in a team environment where a customer obsessive culture is paramount • Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions • Demonstrated ability to think on your feet and take a methodical approach to troubleshooting. • Commitment to meet and exceed individual and team KPIs • Good written and verbal communication skills • Understanding of O365 Suite and environment • Understanding of O365 capabilities, plans, service descriptions and features • Experience with desktop Support • Experience with remote desktop support • Knowledge of concepts and best practices relative to call center methodologies • Excellent knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook, Microsoft Team, Word, Excel, OneNote, PowerPoint, Power BI, OneDrive for Business, etc.) • Demonstrated Insight: the best and the brightest thinking with the capacity to gain an accurate and deep understanding • Demonstrated Execution: ability to take action and follow through • Demonstrated Results: ability to makes a difference by successfully exceeding expectations on established metrics Desired Skills & Experience:  Experience with Microsoft Windows operating system environment  Experience with server and network administration (Windows or Linux)  Experience with ITIL methodologies and best practices  Experience with server & network administration  Understanding of DNS  Experience with POP/IMAP/SMTP  O365, Network+, or Azure certification  Concepts of Networking Fundamentals Experience with the following technologies:  Active Directory  Microsoft Exchange Server  Microsoft Server  Microsoft SharePoint  Microsoft Lync / Skype for Business  Microsoft SQL Server Management Experience with the following troubleshooting scenarios: • O365 set up from start to finish • Office Suite installation and Activation • OneDrive synchronization application troubleshooting • Outlook configuration using POP, IMAP or Autodiscover service • Mail flow configuration and troubleshooting

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📌 Administrator - Desk Side Services, AMT Asset Management Software (Perú)
🏢 HCLTech
📍 Perú