Technical Support Engineer

About the opportunity

Description DescriptionTechnical Support Engineer – German Language (M365 Concierge) Job Overview Gigmo Solutions is seeking a skilled and customer-centric Technical Support Engineer (German Language) to join our Microsoft 365 Concierge Support team. The role focuses on providing high-quality technical assistance to customers for Microsoft 365 products, handling installation, configuration, licensing, and user support through multiple support channels. Key Responsibilities Provide end-to-end Microsoft 365 Concierge support to customers 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 when required Proactively identify recurring issues and share insights with internal teams to improve service quality Required Skills & Qualifications Experience as a Technical Support Engineer / 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 German communication skills (written and verbal) Strong customer-handling and problem-solving skills Ability to work independently in a remote environment System Requirements (Remote Work) Minimum 16 GB RAM Stable internet connection with at least 50 Mbps upload/download speed Windows 11 or higher preferred Preferred Qualifications Graduate or above Experience with Microsoft support processes or concierge services Familiarity with CRM or ticketing tools (Salesforce preferred)

Responsibilities

• Provide end-to-end Microsoft 365 Concierge support to customers 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 when required Proactively identify recurring issues and share insights with internal teams to improve service quality Required Skills &

Qualifications

• Experience as a Technical Support Engineer / 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 German communication skills (written and verbal) Strong customer-handling and problem-solving skills Ability to work independently in a remote environment System
• (Remote Work) Minimum 16 GB RAM Stable internet connection with at least 50 Mbps upload/download speed Windows 11 or higher preferred
• Graduate or above Experience with Microsoft support processes or concierge services Familiarity with CRM or ticketing tools (Salesforce preferred)