Responsibilities
- Support global Level 2 and Level 3 user tickets for Enterprise Collaboration platform. Primary tools being SharePoint On-Premise, SharePoint Online, OneDrive, Yammer, Sway, MS Teams, Power Apps, Power Automate.
- Effectively support products within defined SLA and monitor the ageing tickets.
- Maintains thorough understanding of JLL product feature and functionality, including all core products related to SharePoint, Office 365 Business Application tools (PowerApps and Power Automate), OutSystems, Box and integrations with on-premises and cloud.
- Act as point of escalation for local JLL Technology Services Center.
- Provides competence and skills to deal with users tickets through troubleshooting sessions over email and live sessions.
- Be willing to support global audience as well as users in Americas region.
- Communicate with managers on business systems and project statuses.
- Interpersonal skills necessary to manage business users and provide them with technical solutions within the guidelines for the platform.
- Follow the processes and guidelines laid for the support services.
- Troubleshooting of maintenance tasks
Sounds like you To apply you need to be:
Experience & Education
- Masters/Bachelors degree in Information & Computer Science, Statistics or a quantitative discipline in science.
- 4 to 6 years of experience in working with Microsoft Enterprise collaboration tools
- Experience with Level 2 & 3 Support.
Technical Skills & Competencies
- The candidate will have experience with Microsoft collaboration tools like SharePoint On-Premise, SharePoint Online, OneDrive, Yammer, Sway, MS Teams etc.
- The candidate should understand the Office 365 Business Application tools like PowerApps and Power Automate.
- Strong written and verbal communication skills (English)
- Strong analytical and problem-solving skills
- Ability to present technical information in a way that non-technical staff will understand
