Technical Support Engineer

hace 2 semanas

Tláhuac, Ciudad de México Thomson Reuters A tiempo completo

Technical Support Engineer
***We are seeking a highly motivated ETS Operations Senior Engineer you will provide level two operational support to all TR employees and staff to address tickets and resolve complex issues. Additionally, this role will engage with the broader ETS team in all LCM activities.

About the Role

As a
Technical Support Engineer, you will:

  • Provide technical support activities for the Microsoft 365 (M365) operations team, including process planning, tactical execution, response to tickets, and technical writing for knowledge base articles.
  • Partner with team members and insourced/outsourced technical staff to ensure end user needs are well understood, agreed upon, and met.
  • Stay current on M365 features and capabilities including new features, functionality and participate in roadmap creation.
  • Research, develop, and understand M365 solutions and how they impact employee experience.
  • Participate in compliance and security improvement activities as necessary, including working closely with internal teams to build security, reliability, and scalability into the Microsoft 365 environment.
  • Work collaboratively with internal stakeholders to maximize functionality and user experience.
  • Participate in technical discussions with stakeholders that drive decisions, improvement opportunities and implementation plans.
  • Participate in the life cycle management of the Microsoft 365 platform.

About You
You're a fit for the role of
Technical Support Engineer if you have:

  • Bachelors or Associate's Degree in Information Technology, Computer Science, Computer Engineering, or equivalent experience required.
  • 3+ years progressive experience as a Microsoft 365 engineer in an enterprise environment.
  • Expert knowledge of Microsoft 365 Platform including; Exchange Online, SharePoint Online, Teams and Teams Voice, Security & Compliance Center, Microsoft 365 Apps, OneDrive for Business, Yammer and Stream.
  • Indepth knowledge of Microsoft 365 licensing, features, and policy management.
  • Solid understanding of the Microsoft 365 roadmaps and future developments for productivity tools to ensure smooth introduction and implementation.
  • Possesses broad knowledge of Microsoft 365 technical architecture and the inter dependencies with enterprise services in Microsoft 365/Azure stack.
  • Experience in the implementation of advanced functions of Microsoft 365 Security and Compliance center, Microsoft Federation Integration with Microsoft 365, Azure and Identity Management.
  • Implementationlevel experience working with and supporting Office 365 in a mid to large organization.
  • A combination of education and experience providing equivalent knowledge.
  • Ability to visualize, articulate, and solve complex problems.
  • High standard of organizational skills and strong attention to detail.
  • Strong knowledge of the Microsoft 365 Enterprise Suite of Applications.
  • Understands the strategy, organizational authority, interdependence of job duties, systems, and services of an enterprise and how to operate within them.
  • Understands the importance of employee experience and its benefit to company performance.
  • Ability to work in a global organization with insourced and outsourced team members.
  • Ability to define specifications from user requirements.
  • Experience with written materials to meet purpose and audience.
  • Develops and maintains positive relationships with internal and external teams.
  • Works cooperatively and collaboratively within a group.
  • Must be an independent problem solver with troubleshooting, decisionmaking and analytical skills.

What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

Hybrid Work Model:

We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.


Wellbeing:

Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.


Culture:
Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

Learning & Development:

LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.


Social Impact:
Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local

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