We are looking for a System Admin (French Language) having extensive knowledge in Microsoft 365 Services such as Exchange Online, Exchange Hybrid, Microsoft Entra ID, Microsoft Entra Connect, SharePoint Online, OneDrive for Work or School, Intune and Microsoft Teams.
Principal Responsibilities:
• Answering incoming support requests, inquiries via telephone, email, ticketing system in French to determine if problems are user, software or hardware related
• Responsible to provide technical support for Office365 & Azure products in French
• Demonstrate effective typing/Written and verbal communication skills in French language
• Managing the daily open issues and doing call backs ensuring issues are resolved in a timely manner and SLA is not missed.
• Responsible for keeping the clients informed of progress on issues that can’t be resolved on first call.
• Will be responsible for updating, sharing daily calls & tickets trackers
• Resolving any global, cross-functional or work-team issues
• Defining key management routines and governance strategy to ensure effective business process execution
• Reporting and trending on the effectiveness of the solutions and standards
• Work across the enterprise to ensure effective coordination and alignment with other supporting initiatives across the Company
• Initiate improvements in tools, requirements gathering, processes, and people
• Initiating any process improvement initiatives required to improve effectiveness within the given discipline
• Responsible to investigate causes, tests solutions & suggest solutions in place to reduce daily tickets
• Understanding support desk priorities and objectives and taking an active role in accomplishing them.
Required Skill Set
• Excellent French verbal & written communication is a must
• Should have excellent comprehension and persuasive skill for native French customers.
• Should have good knowledge about French culture
• Should be quick decision maker, fast learner having the abilities to perform multiple tasks
• Should be strong in documentation, analytical & problem-solving skills
• Should be strong in superior customer service and listening skills
• Should be organized, result oriented and a team player having the ability to meet the requirements
• Should be able to do multitasking
Technical Skills:
• Good working knowledge on Microsoft Office Apps e.g., Outlook, Word, Teams etc.
• Hands on with any Ticketing tool e.g., Zendesk, Symphony Summit, SNOW
• Familiar with remote assistance tools e.g., LogMeIn, TeamViewer, Quick Assist.
• Basic/Average understanding of Operating systems (Windows/Linux)
• Troubleshooting mail-flow related issues Exchange/Exchange Online, OneDrive for Business, SharePoint Online, Microsoft Teams
• Basic understanding of Networks
• Understanding of Office 365 Licenses/Subscriptions
• Working and troubleshooting on Microsoft Teams App.
• Account management on AD/Azure AD
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