Collaboration and Communication Support Engineer

Descripción del puesto:

Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate.

There has never been a more exciting time to be part of the new IT Solutions team at Smurfit Westrock. Our vision is to transform our capability and become a digital strategic partner for our customers, delivering a digitally enabled future for Smurfit Westrock. We are undertaking an exciting integration program which will set the foundation for our success, and an opportunity exists to join the IT Solutions - Collaboration and Communication team as Collaboration Engineer.
About the role
As an entry-level Collaboration and Communication Support Engineer, you will help support collaborative services such as Microsoft 365 SharePoint and Teams. This role is ideal for someone who learns quickly, enjoys solving problems, and is excited to build deeper technical skills through hands-on support work, and self-guided learning. You will execute support tasks and participate in projects that enhance the adoption and utilization of our services and technologies, with Microsoft 365 as the primary focus.
Your accountability

* Primary Platforms Support: Provide comprehensive support for Microsoft 365 SharePoint, Microsoft 365 Teams, OneDrive, Power Platform, and Copilot.
* Secondary Platforms Support: 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. Be willing and able to cross-train for admin and support tasks on systems that may be new to you; prior experience in these systems is "nice to have," not required.
* Technical Assistance and Troubleshooting: Offer prompt and effective technical support to end-users, addressing their issues and troubleshooting problems.
* Incident Resolution: Respond to and resolve incidents and service requests promptly, minimizing disruption to end-users and ensuring the smooth functioning of collaborative technologies.
* License and Access Management: Manage and maintain licenses, permissions, and access rights for Collaboration and Communication systems and applications, ensuring compliance and proper utilization of resources.
* Business Support and Guidance: Provide guidance and support to the business regarding Collaboration and Communication solutions, leveraging expertise to assist with knowledge sharing and problem-solving.
* Knowledge Base Maintenance: 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.
* Learning and Continuous Improvement: Ramp up quickly on new tools and processes by using available documentation, completing assigned training, and validating what you learn through safe testing. Share learnings by updating runbooks/KB articles and suggesting improvements that reduce repeat issues.
* Active Participation in Communities: Engage actively in Collaboration and Communication related communities, forums, and networks, staying up to date with industry trends and sharing knowledge with peers.
* Collaboration with Project Managers: Collaborate with project managers on new projects and initiatives, providing technical expertise and contributing to the successful implementation of collaborative solutions.
* Service Performance Monitoring: Monitor supported services on a daily, weekly, and monthly basis, proactively identifying and addressing any issues or performance concerns to maintain optimal service delivery.

Role in organization
The role holder works as member of the Collaboration and Communication team and reports to the Manager of Collaboration and Communication. This person will work in a fast-paced and dynamic environment. The role will require occasional after-hours work to address out-of-office-hour activities. The individual must be comfortable working in a collaborative team setting across multiple time zones and cultures. Be able to handle high-pressure situations with a calm, warm, and methodical approach. The ideal candidate will be proactive, detail-oriented, and able to manage multiple priorities. Additional languages spoken are a plus.
Qualifications, knowledge, and experience

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

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment