Gigmo Solutions is looking for a Technical Support Engineer - Italian to deliver exceptional technical assistance for Microsoft 365 products. You will be the crucial link for customers, providing support through multiple channels for installation, configuration, licensing, and daily user issues.
What You'll Do
- Provide end-to-end Microsoft 365 Concierge support via chat, email, remote support, and phone.
- Assist users with Microsoft 365 setup, installation, activation, and licensing issues.
- Troubleshoot issues related to Outlook, Teams, OneDrive, SharePoint, Word, Excel, and other M365 services.
- Support user account management, mailbox setup, and license assignment.
- Troubleshoot Windows and macOS OS-related issues impacting Microsoft 365 functionality.
- Assist with identity and access management, including SSO, Azure AD sign-ins, and authentication issues.
- Analyze logs and diagnostic data to identify and resolve technical issues.
- Document customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
- Escalate complex or unresolved issues to internal Microsoft support teams.
- Proactively identify recurring issues and share insights with internal teams to improve service quality.
What We're Looking For
- Experience as a Technical Support Engineer or IT Helpdesk supporting Microsoft 365.
- Strong knowledge of M365 administration, licensing, and troubleshooting.
- Hands-on experience troubleshooting Windows and macOS environments.
- Basic understanding of Azure Active Directory, SSO, and identity concepts.
- Ability to read and analyze system and application logs.
- Excellent Italian communication skills (written and verbal).
- Strong customer-handling and problem-solving skills.
- Ability to work independently in a remote environment.
Nice to Have
- Graduate or above.
- Experience with Microsoft support processes or concierge services.
- Familiarity with CRM or ticketing tools (Salesforce preferred).
Technical Stack
- Microsoft 365
- Outlook, Teams, OneDrive, SharePoint, Word, Excel
- Windows, macOS
- Azure Active Directory
Team & Environment
You will be part of the Microsoft 365 Concierge Support team.
Work Mode
This is a fully remote position.
Gigmo Solutions is an equal opportunity employer.
