Support Engineer 1st line - (J807)

Support Engineer 1st line - (J807)

01 may
Softline Brasil

01 may

Softline Brasil



Noventiq is hiring!

If you want to be part of global organization (GPTW of you’ve it in your country) where your ideas are heard and innovation and collaborative spaces are fundamental pillar, we are here for you.

Our priority is to make sure that the people who work with us have the space to create ideas, the confidence to share them, and the resources and support to take them through to reality.

NOVENTIQ is a Global Digital Transformation & Cybersecurity Solutions Provider; with 55 countries in operation; headquartered in London, listed on the London Stock Exchange, all legal entitles globally remain the same, including the root company Cyprus-registered Softline Holding plc.

with $1.1B in FY2021; 44% growth in Q1-2022; We are in the centre of the digital transformation, with strategic top vendor relationships;

and leading partner of Microsoft in the emerging markets. We are growing with a high share of recurring turnover and an excellent M&A; record.

Under NOVENTIQ s brand, the company continues its mission to help organizations to transform and operate efficiently and securely in the increasingly digital economy.

The brand s foundation is historic Softline s values, which have been appreciated by our customers for many years.

Now we’re looking for a Support Engineer 1st line you’ll be a part of our Global SDC Team.

What you’ll do :

- Be the first point of contact for customers seeking technical assistance over the phone or SM tool / portal.

- Qualify and document the problems raised by customers and investigate the problem by doing your own research and by involving other teams as needed.

- Prioritize, categorize and manage several open cases at once.

- Work on Trend Analysis and Problem management.

- Work to SLA thresholds for incident(s), request(s)

and problem(s).

- Consult and collaborate with your immediate peers or colleagues across the board to resolve service issues.

- Establish a good working relationship with the customers and 3rd parties.

- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.

- Advise customers on how to gain additional value from their Microsoft products.

- Document your technical work and research to help your colleagues, improve the product, and improve the support experience.

- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.

- Maintain high Quality of Service & Support.

- Ensures a high-level customer satisfaction by ensuring the continuous operation of their systems.

- Keep up to date with technology trends.

Profile requirements :

- Bachelor’s degree in Information Technology, Computer Science, or a similar field.

- M365 : Exchange Online, OneDrive, Sharepoint, Yammer, Teams and Other components.

- MS Azure (IaaS & PaaS).

- Optional (advantage) : SQL server; Windows 10; Exchange Server, Exchange Federation; Active Directory, AD connect, ADDS,DNS,DHCP,AD Sync & SSO,Azure AD, AD Trust, WSUS, Print Server and File Server.

Windows Server & Client (OS); SCCM; Intune; Microsoft Identity Manager (MIM); Hyper-V. EMS : ATP, AADP, MIP, MCAS, MDATP.

- Written and verbal communication skills.

- Teamworking skills and a collaborative approach to work.

- Ability to multitask and prioritize your workload.

- Languages : Advanced level of English or Portuguese.

- Availability to work rotating monthly shifts.

Experience you would be expected to have :

- Technical experience doing implementations or migrations is expected. Also, proven knowledge of the O365 suite in general, primarily with its administration using GUI and / or PowerShell commands.

- An excellent telephone manner for making initial contact and for ongoing communication with customers

What we offer :

- Working in an international environment with a team all over the globe in more than 55+ countries.

- Inspiring corporate culture with an ability to grow and develop every day.

- Fascinating compensation package with advantages from motivation programs (Long-Term Employee Partnership Program (LTEPP) and Employee Share Purchase Program (ESPP).

- EAP (Employee Assistance Program) for employee and family.

Don’t forget to include your CV and cover letter. We receive a lot of applications, but we try to notice each of our potential candidates.

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