Office 365 Support Engineer at The Campbell Group (CG) in Grand Rapids, MI

Why Choose Acrisure?

In record time, Acrisure has become the fastest growing insurance broker globally. A top 20 player a few years ago, we are now in the top 10 of insurance broker globally, with ambitious plans to continue growing at pace. Beyond our growth, our dedication to client service, as fueled by our business model and culture, means that Acrisure’s opportunity is to be the most relevant and successful, privately held insurance broker in the industry.

Our model is unique. Through a network of agency partners that provide local service with global reach, we work in service of two core objectives: create value, and be a good partner.

Our culture is strong. We are a collaborative company of entrepreneurial, innovative, and talented people who believe in our future. We out think and out work the competition. We look outside our walls and are energized by our fast-paced trajectory.

Our vision for the future is clear. We have limitless potential to achieve unprecedented success in the insurance industry. To achieve our opportunity, a best-in-class IT team must support us.

This is an exciting opportunity to join this growing team and immediately make an impact to the overall success of the company. If you are interested in collaborating with good people who celebrate entrepreneurialism and work with commonality of purpose, Acrisure is the place for you.

Description: The Support Engineer works with the team that is responsible for the day-to-day maintenance and support of our Office 365 tenancy with a focus on Exchange Online, Teams, SharePoint, Intune, and Azure Active Directory.

Overview:

The Office 365 Support Engineer is responsible for the implementation and ongoing support of all office 365 business systems. Provides direct technical support in problem management, integration, and systems maintenance of the of the Office 365 tenancy. Ensure performance and availability meet SLA’s and objectives through monitoring, timely service restoration, and tuning. Duties may include implementation, maintenance/administration, and troubleshooting and diagnostics.

Essential Duties and Responsibilities:

• Day to day tier 2 and 3 support of Office 365 with a focus on Exchange Online, Teams, SharePoint, Intune, and license management
• Perform root cause analysis to quickly recover from service interruptions, and to prevent recurring problems
• Maintenance/sustainment of existing client SharePoint sites and sub sites, lists, libraries, and content (including pages, workflows, and items)
• Maintenance, and sustainment of Teams
• Mobile Device Management (Intune)Understanding of and adherence to ITIL best practices and change management.
• Consult with other business units and agencies as needed to configure and support the M365 environment
• On-Call rotations and after-hours work and weekends as needed
• Training and educating end-users on O365 capabilities and collaboration tools (OneDrive, Teams, OneNote, Outlook etc)
• Provide documentation and administrative training guides for educational and architectural purposes

This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.

Competencies:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• High School Diploma or the recognized equivalent required
• 3 -7 years’ experience specifically in day to day operations of a large enterprise Office 365 implementation. Subject Matter Expert level skills specifically in Exchange Online Recipient Management and Teams administration.

Technology Skills:

• The candidate should have solid fundamentals in basic PowerShell and experience in automation of tasks is a plus
• The candidate should be able to perform some engineering level work and be highly capable in documenting processes and creating knowledge articles.
• Knowledge / familiarity of scripting languages a preferred
• Familiarity with Change Management

Other Qualifications:

• Able to work independently and enjoy a high degree of interaction with team members
• Ability to contribute to a collaborative environment by consistently demonstrating teamwork, high motivation, positive behavior and effort to achieve goals and objectives
• Self-motivated and driven
• Maintain a sense of urgency and ability to work with and meet deadlines
• Demonstrate effective written and verbal communication, including the ability actively listen, and problem solve with minimal assistance
• Demonstrates excellent time management and prioritization skills
• Attention to detail and commitment to a high level of accuracy
• The ability to multi task, prioritize, work independently, and use discretion surrounding sensitive information
• Ability to maintain a professional demeanor and positive attitude

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate stress due to regular deadlines and daily challenges.
• High finger dexterity while typing documents and forms
• Occasionally lift up to 20lbs.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is done in a temperature-controlled, non-smoking office.
• Work stations are cubicles with moderately high sides.
• The noise level in the work environment is usually moderate.