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ETS Ops Technical Support Engineer
As an employee at Thomson Reuters, you will play a role in shaping and leading the global knowledge economy.
Our technology drives global markets and helps professionals around the world make decisions that matter.
Whether solving for today's challenges or tomorrow's aspirations, you will work with the industry's brightest thinkers on diverse projects, creating next-generation solutions that deliver powerful results.
As the world's leading provider of intelligent information, we want your unique perspective to create the solutions that advance our business—and your career.
We are seeking a highly motivated Technical Support 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 an ETS Ops 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.
Provide technical support role for system administration and operations of all Microsoft 365 services as well as security, compliance, and governance efforts.
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 ETS Ops Technical Support Engineer if you have:
Basic qualifications:
Bachelors or Associate's Degree in Information Technology, Computer Science, Computer Engineering, or equivalent Certificates required.
4+ 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.
In-depth 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.
Implementation-level experience working with and supporting Office 365 in a mid to large organization.
A combination of education and experience providing equivalent knowledge.
Preferred qualification:
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.
Understands information data flow and how business users interact within and outside an organization.
Ability to work in a global organization with insourced and outsourced team members.
Ability to define specifications from user requirements.
Prepares 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, decision-making and analytical skills.
What's in it For You
At Thomson Reuters, our people are our greatest assets.
Here are some of the benefits we offer for your personal and professional growth:
Learning & Development:
Exposure to a wide breadth of leading-edge technology
Career growth - ability to work on multiple projects and/or with various teams
Professional growth and development opportunity through various training programs, conferences, networking events, in-house speaker series etc.
Access to Unconferences, Harvard M
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