Job Description

Location - Mumbai, India




Job Purpose




As an M365 Senior Support Specialist, you will play a pivotal role in providing technical and functional support to our company's end-users. Your expertise in M365, particularly in SharePoint Online and Microsoft Teams, would ensure seamless operations and efficient troubleshooting. You would be responsible for resolving issues related to M365 and third-party applications, collaborating with other team members to improve system performance and functionality, and assisting users in understanding and using M365 applications effectively.




Key Responsibilities




• Providing company end-users with technical and functional support.
• Troubleshooting and resolving issues related to SharePoint Online, Teams, and M365 applications (Exchange Online, OneDrive, Forms, OneNote, Loop)
• Collaborating with other team members to improve system performance and functionality.
• Assisting users in understanding and using M365 applications effectively.
• Creating and adapting M365 documentation/ Knowledge base as per latest updates and requirements.
• Escalating and following-up on requests to second- and third-line support as necessary (including partners and vendors).
• Participate in the testing and quality assurance process of custom-built applications and integrations.
• Participate in the maintenance and creation of new documentation in the ICT knowledge base.
• Participate in the elaboration and delivery of end-user trainings.
• Ensure that end-users adhere to the established governance policies and standards.
• Participate in root cause analysis and why incident reports.
• Identify, troubleshoot, and resolve incidents within target SLA.
• Proactive monitoring of the platform and take necessary maintenance or remediation actions.
• Maintain or improve the internal customer satisfaction score.






Deliverables:




• Structured and systematic analysis of incidents.
• Redaction of documentation in the internal KB and/or customer-facing Help Portal.
• Incident/Tasks/Change Management resolution/handling.
• Test reports
• End-user trainings






Education & Experience




• Bachelor of Engineering.
• 3-5 Years of relevant experience.






Certifications:




• Microsoft 365 Certified: Fundamentals - MS-900 is a must.
• Microsoft Certified Azure Fundamentals - AZ-900 is considered an asset.






Background, Skills and Competencies




Soft skills:




• Excellent problem-solving skills
• Good communication skills in English both written and verbal is mandatory for this role.
• International experience in a multi-cultural environment is mandatory for this role.






Technical skills:




Mandatory:


• Good knowledge of M365 applications and their administration, including but not limited to:
+ Microsoft Teams
+ SharePoint Online & Microsoft Lists
+ Microsoft Planner & To-Do
+ Microsoft Forms
+ Microsoft Stream
+ Microsoft Whiteboard & Loop
+ Microsoft OneNote
+ Microsoft Outlook & Exchange
+ Office Apps (Excel, Word, PowerPoint)
• Good scripting capabilities as well as knowledge of M365-related PowerShell modules including but not limited to PnP PowerShell, SharePoint Management Shell, Graph API.
• Good knowledge of VBA and Macros.
• Proven knowledge of ITIL.






Considered an asset:




• Jira Service Management is an asset.
• Microsoft Power Platform is considered an asset.
• Dynamics 365 CE is considered an asset.
• ShareGate is considered an asset.
• Microsoft Azure.
• DocuSign administration.
• Agile/SCRUM.






Who We Are




John Cockerill India Limited an ISO 9001:2015 engineering company - formerly CMI FPE Limited was incorporated on May 28, 1986. The Belgian group Cockerill Maintenance & Ingenierie (CMI) now known as John Cockerill completed the acquisition in June 2008. John Cockerill India is the Indian entity of John Cockerill Group.




'John Cockerill India Limited.' John Cockerill Industry's Indian hub and center of excellence for cold rolling mill complexes, is the world leader in the conception, manufacture, and installation of reversible cold rolling mills. It has developed a wide range of technologies in the field of processing lines, rolling mills, thermal and chemical processes. It also supplies auxiliary steel treatment equipment. John Cockerill India offers the entire product portfolio of John Cockerill Industry and is coordinating the whole range of its activities including, but not limited to local engineering, sourcing and manufacturing. As an international specialist in industrial processes and technologies, John Cockerill Industry designs, supplies and modernizes cold rolling mills, processing lines, chemical and thermal treatment installations for the steel and the non-ferrous industry, as well as state-of-the-art heat treatment technologies for the aviation, forging and casting industry, and hydrometallurgical processes for the extraction of ores.




John Cockerill India complements John Cockerill's strategy for growth with minimal overlaps in products and a versatile range of technology synergies. John Cockerill India is a preferred partner to supply thousands of innovative solutions for clean, reliable and efficient Equipments worldwide.




Based on decades of experience and successfully running references all over the world, John Cockerill Industry not only supplies greenfield and brownfield installations and equipment's, but also provides the related services, as well as training and technical assistance. John Cockerill India's reliable and cost-effective, yet innovative solutions are always adapted to the specific needs of each and every customer.





The Company's workshop in Taloja is equipped with state-of-the-artwork centers and ensures in-house equipment production, assembly and fabrication activities that conform to the most stringent international quality and safety standards.





John Cockerill India has at its helm, a team of professional managers with international experience who are committed to taking the Indian subsidiary to new heights of excellence. John Cockerill India has a global footprint across Asia, Africa, Middle East, Europe, North America, and South America, Russia and therefore complements John Cockerill's global presence. John Cockerill India has its head office in Mumbai and two workshops outside Mumbai. The Indian entity is ISO 9001:2015 certified and employs over 500 people.




Our vision is to exceed customer expectations by delivering quality products and services in time and at competitive prices. Because each project is unique, every project has its own project management team. The customer benefits from the expertise of highly qualified specialists who have an international experience with a deeper knowledge of the customer's environment.




The Group's ambition is to be the leading industrial partner of international customers, to design equipment and develop its overall performance through a combination of expertise in maintenance and engineering.




The Group's capabilities lie in Design & Engineering, Manufacturing, Erection & Commissioning and After Sales & Support.




Thanks to the cumulated experience in Engineering and Maintenance, John Cockerill India is able to assist its customers in achieving the overall performance optimization of their equipment, from their design phase to the end of their service life through Tailor-made solutions, Optimization of cost, Local relationship, Advanced training & Unique complementarities of solutions and areas of excellence.




Equal Opportunity Employer




John Cockerill and all John Cockerill Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.