Hr Genie Technical Specialist - Intelligent Workspace Jobs in South Africa

Hr Genie Technical Specialist - Intelligent Workspace Jobs in South Africa


  • Our client, a Global Managed Services firm is offering this exciting career prospect to join their team of passionate thought leaders in a dynamic and collaborative environment!

    Key Duties & Responsibilities:

  • Act as the highest point of technical escalation for Microsoft Workplace technologies.

  • Provide support services internally and externally for customers in the following areas:

  • Expert-level skills in Microsoft 365 Modern Desktop 

  • Expert-level skills in Microsoft 365 Enterprise 

  • Expert-level skills in Microsoft 365 Teams 

  • Expert-level skills in Microsoft 365 Security 

  • Provide technical expertise in developing strategic customer roadmaps to assist managed services customers to fully leverage workplace technologies, and work with Managed Services to deliver on roadmaps. 

  • Build positive client relationships by developing an understanding of the client’s business processes and providing analytical and insightful recommendations. 

  • Coordinate escalations to Microsoft Premier Support.

  • Work with the product team on process automation and optimization.

  • Respond to requests for issue resolution that have been raised as a Problem Ticket by the Cloud Support Services Team. 

  • Act as an escalation point to support teams. Provide fixes and, where appropriate, workarounds to incidents.  

  • Perform system configuration changes/updates based on recommendations and best practices, including billable / minor project work as and when required. 

  • Provide guidance and act as an SME to other support teams for complex incident investigation, complex system changes, and best practice recommendations. 

  • Help with incident trends analysis and/or other records that may indicate underlying problems as part of proactive support services. 

  • Ensure problem records are raised within the ITSM system for problems identified through routes other than escalation from the support team.

  • Escalate issues to Platform (Defect) Management team
    if required. 

  • Provide instructions and information to assist Platform team in the correction of software code issues.  

  • Create Known Errors for Problems where the root cause and workaround has been identified.

  • Ensure tickets are updated.

  • Identify and coordinate the work required to provide permanent resolutions.

  • Help maintain the content of Knowledge Base system; update the Knowledge Base with Known Error information, including workarounds.  

  • Follow support and business processes accurately with attention to detail whilst proactively looking for opportunities to improve the efficiency and quality of our services. 

  • Use ITSM system for the management of support issues and administering Support Services. 

    Minimum Requirements:

  • Ideally 4-6 years’ experience working with Microsoft Workplace technologies in a busy service desk environment.

  • Relevant tertiary qualification.

  • MS-700 Microsoft 365 Teams Administrator Associate ESSENTIAL.

  • MS-500 Microsoft 365 Security Engineer Associate ESSENTIAL.

  • MS-100 Microsoft 365 Enterprise Administrator Expert. 

  • MS-101 Microsoft 365 Enterprise Administrator Expert. 

  • MD-100 Microsoft 365 Modern Desktop Administrator.  

  • MD-101 Microsoft 365 Modern Desktop Administrator.

  • Microsoft Azure Cloud experience will be beneficial.

  • Microsoft SQL experience will be beneficial
    ITIL Foundation v4. 

    How to Apply

  • For more information and job application details, see; Hr Genie Technical Specialist - Intelligent Workspace Jobs in South Africa


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