Title

Modern Workplace-M365 Support Engineer 

About the Organization Founded in 1989, Thorlabs seeks to accelerate the forward movement of scientific discovery and advancement! As a vertically integrated manufacturer of photonics components, instruments, and systems, our vast product portfolio includes over 20,000 items, ranging from optics and optomechanical positioning components to imaging systems, many of which are customer inspired.

Photonics is the foremost technology driving innovation in science and engineering. As the number of technological innovations has grown, Thorlabs has extended its core competencies in an effort to play an ever increasing role serving the Photonics Industry at the research end, as well as the industrial, life science, medical, and defense segments.

Headquartered in Newton, NJ, Thorlabs has grown to approximately 2300 employees with manufacturing and sales offices in the United States, Canada, United Kingdom, Germany, France, Sweden, Japan, China, and Brazil. As light-based technologies push into new markets, Thorlabs plans to enter early with the products and services required to ensure the ultimate success of our customers.  
Category Information Technology  
Location Corporate Headquarters - Newton, New Jersey  
Full-Time/Part-Time Full-Time  
Description

As MW – M365 Support Engineer, the purpose of this role is to support and administer the M365 environment including deploying, operating, and troubleshooting. – which includes Microsoft Windows 10, Office 365, and the Enterprise Mobility and Security (EM+S) suite. This role can foster positive customer relationships while effectively managing challenging situations and driving customer success.

Essential Job Functions include the following, but are not limited to:

  • Obtain high customer onboarding and ticket satisfaction
  • Drive customer success and adoption of Microsoft technologies
  • Reduce time/cost to onboard and resolve tickets
  • Provide high quality data to help drive service improvement
  • Support Management – 50% with a goal to mentor and educate Service Desk resources in order to reduce this time
  • Serve as an escalation point for customer tickets related to M365
  • Perform account management, spot performance issues, analyze problems, develop solutions to meet customer needs, represent them
  • Provides the most effective method of service delivery by analyzing trends and common themes across customers
  • Create deliverables to address common customer needs & support mobile-first, cloud-first strategy, share intellectual property with others
  • Gathers customer needs and impressions of products and services and integrates this feedback into decision making
  • Allocates and aligns resources to optimize the customer experience
  • Develops and communicates realistic performance goals and standards
  • Builds plans that consider potential obstacles and immediate and long-term consequences
  • Demonstrates expertise in a specific Microsoft solution, or several products, feature functions, or services
  • Provides stakeholder assistance throughout deployment to avoid/resolve technical issues
  • Consistently apply “lessons learned”, model personal accountability & teamwork
  • Understands customer requirements and can map the adoption and optimization of Microsoft technology solutions accordingly
  • Demonstrated Self Learner

Qualifications

  • 3-5 years’ experience: in systems development, network operations, software support, service desk support, site and/or end-user infrastructure support
  • Technical proficiency in and learning attitude toward Microsoft 365, Active Directory, and related technologies including software licensing management, PowerShell, and XML scripting
  • Experience in Active Directory, DNS, Windows Server, and Azure AD
  • Cloud competency: Understand Windows 10, M365, and EM+S is a transformational industry change
  • Product & Technology Expertise in the application of Collaboration and Communication Platforms Microsoft Teams, and Exchange Online in enterprise environments to drive end user productivity
  • Proven ability to work virtually.
  • Communication Skills – Spoken and written English (including technical writing).
  • Analytical Problem Solving
  • Building Relationships
  • Solid experience/knowledge of SharePoint Online, SharePoint 2019/2016/2013, and SharePoint 2010 prefer

Education

  • Bachelor’s Degree (B.S./B.A.) in Computer Science, Engineering or equivalent
  • Relevant certifications in Office 365 and Microsoft 365
  • ITIL Foundations v4 a plus

Specialized Knowledge and Skills:

  • Willing to support/work off hours and weekends and travel internationally.
  • Willingness and ability to take initiative and the desire to continually take on additional responsibilities.

Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action Employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://thorlabs.appone.com



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