Technical Specialist, Intelligent Workplace at Cognizant Microsoft Business Group

About the Job

Join a team of passionate thought leaders in a dynamic and collaborative environment! Cognizant Microsoft Business Group’s Global Managed Services team is growing fast and we are looking for our next  Technical Specialist to join us. 

 Why should you work at Microsoft Business Group? 

• Multi Award Winning Business 

• Official and Award-Winning Microsoft Partner 

• Award Winning Databricks Partner 

• Official GitHub Partner 

• Cloud Native Organisation 

• Growing International and Diverse teams 

• Hugely collaborative environment, where ideas and knowledge sharing is actively encouraged  

• We are committed to diversity, inclusion and belonging and welcome applicants from all backgrounds 

**Please note that this role involves participating in an on-call rotation for out of hours support** 

 What will you be doing day-to-day? 

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

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

1. Expert-level skills in Microsoft 365 Modern Desktop 

2. Expert-level skills in Microsoft 365 Enterprise  

3. Expert-level skills in Microsoft 365 Teams  

4. 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. 

  What type of experience do you need to be successful in this role?  

• Ideally up to six years’ experience working with Microsoft Workplace technologies in a busy service desk environment. 

• Ability to work under pressure whilst also providing excellent customer service to our clients.  

• Capability to be a subject matter expert and the desire for continuous self-development. 

• Excellent communication skills and the ability to clearly communicate complex technical information. 

• 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  

Security Responsibility: 

All employees must act in accordance with Cognizant Microsoft Business Group’s corporate security standards.