Gigmo Solutions

Full-stack Engineer

• Responsible for overseeing the daily operations of technical support engineers providing Microsoft M365 support to business customers of a large global software house
• Act as a mentor and provide oversight, coaching, and training to technical support engineers and be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflows and provide support where needed for both internal and external customers
• Manage and report on all incoming technical support inquiries
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery keeping a close track of the NSAT Scores and the productivity of the team members
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Review all technical support related processes and documentation for continuous improvement
• Provide timely feedback to team members and resolve issues
• Create an open communication culture and an inspiring team environment
• Lead by Example in professionalism, Communication, and technical Expertise.

Technical Lead – Microsoft M365

IT Support

• Provide first-level technical support for hardware, software, and network issues.
• Respond to user queries via phone, email, or ticketing system.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Troubleshoot system and network problems; diagnose and resolve hardware/software faults.
• Support installation and configuration of operating systems, applications, and updates.
• Monitor and maintain computer systems, networks, and IT infrastructure.
• Set up new user accounts, email IDs, and access permissions.
• Ensure data backup, antivirus updates, and system security compliance.
• Maintain records of IT assets, maintenance logs, and ticket resolution.
• Assist with onboarding IT setup for new employees.
• Provide remote support when required.

IT Support Associate

Support Engineer

• 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

Technical Lead – Microsoft M365

IT Support Associate

Technical Support Engineer, Italian