Collaboration and Communication Support Engineer

WestRock Company is seeking a Collaboration and Communication Support Engineer to join their IT Solutions team. This role involves providing support for collaborative services like Microsoft 365 SharePoint and Teams, while also participating in projects to enhance service adoption and utilization.

Responsibilities:

• Provide comprehensive support for Microsoft 365 SharePoint, Microsoft 365 Teams, OneDrive, Power Platform, and Copilot
• Support a subset of platforms such as Poppulo, Unily, SmartSheet, LucidChart, Kaltura, and VasionPrinterLogic by following runbooks, asking questions, and partnering with teammates to resolve issues
• Offer prompt and effective technical support to end-users, addressing their issues and troubleshooting problems
• Respond to and resolve incidents and service requests promptly, minimizing disruption to end-users and ensuring the smooth functioning of collaborative technologies
• Manage and maintain licenses, permissions, and access rights for Collaboration and Communication systems and applications, ensuring compliance and proper utilization of resources
• Provide guidance and support to the business regarding Collaboration and Communication solutions, leveraging expertise to assist with knowledge sharing and problem-solving
• Maintain and enrich the information knowledge base and FAQ resources, ensuring they are up to date and comprehensive, to facilitate self-service and empower end-users
• Ramp up quickly on new tools and processes by using available documentation, completing assigned training, and validating what you learn through safe testing
• Engage actively in Collaboration and Communication related communities, forums, and networks, staying up to date with industry trends and sharing knowledge with peers
• Collaborate with project managers on new projects and initiatives, providing technical expertise and contributing to the successful implementation of collaborative solutions
• Monitor supported services on a daily, weekly, and monthly basis, proactively identifying and addressing any issues or performance concerns to maintain optimal service delivery

Requirements:

• 0–2 years Microsoft 365 end-user experience (or equivalent hands-on experience through school, internships, labs, or personal projects) ESSENTIAL
• Strong knowledge and skills in the Microsoft 365 application or administration concepts ESSENTIAL
• Learning agility: demonstrated ability to learn new tools quickly and apply them (examples: troubleshooting unfamiliar issues, building a small lab, completing certifications/training, or rapidly ramping in a new role) ESSENTIAL
• Good understanding of Teams and SharePoint Online functionality ESSENTIAL
• Strong problem-solving and analytical skills. ESSENTIAL
• Customer-focused, team player, analytical, solution oriented, proactive with keen eye for identifying improvements ESSENTIAL
• Experience of working in a customer-focused environment. ESSENTIAL
• Ability to manage multiple priorities and work under pressure to meet deadlines. ESSENTIAL
• Business English both written and verbal. ESSENTIAL
• Bachelor's degree in computer science, Information Technology, or related field DESIRABLE
• Experience in Office 365 collaboration support or administration DESIRABLE
• Experience in PowerShell scripting and automation for Office 365 administration DESIRABLE
• Working knowledge (oral or written) of other languages is beneficial DESIRABLE
• Knowledge of Power BI or Power Platform DESIRABLE