Hybrid M365 Operations & Support Engineer | AI-Driven

Epic Fusion Corp; Bern, Zürich; Hybrid; CHF 54.000 - 120.000; Teilzeit

Zusammenfassung

Epic Fusion, a forward‑looking AI‑native team, seeks a M365 Operations & Support Engineer to triage and resolve sophisticated Microsoft 365 issues in a hybrid Bern/Zurich setup. You will lead second‑level investigations, ensure SLA adherence, and proactively maintain client trust through clear communication.

You will work closely with our operations and workplace specialists, shaping automation and AI-driven triage to improve efficiency and service quality.

Qualifikationen

• Hands-on Microsoft 365 experience with Intune, Entra ID, Exchange, Teams or SharePoint.
• Previous work in a helpdesk or IT operations environment.
• Calm under pressure and able to explain next steps in two sentences.
• Experience with AI tools and curiosity-driven experimentation.
• Fluent communication in German and English.

Aufgaben

• Triage tickets in the B2B helpdesk and set priorities to route to the right specialists.
• Autonomously handle second-level M365 requests, including troubleshooting, configuration, and root-cause analysis.
• Monitor SLAs and open cases to prevent escalations.
• Nurture customer relationships and be the point of contact for clients.
• Collaborate with operations and workplace specialists, handing off cases with no follow-up questions.
• Contribute to smarter helpdesk processes by guiding AI agents and automated workflows.

Kenntnisse

Microsoft 365

Intune

SharePoint

Exchange

Teams

Entra ID

German language

English language

Tools

Azure

Printix

Jobbeschreibung

Epic Fusion, a forward‑looking AI‑native team, seeks a M365 Operations & Support Engineer to triage and resolve sophisticated Microsoft 365 issues in a hybrid Bern/Zurich setup. You will lead second‑level investigations, ensure SLA adherence, and proactively maintain client trust through clear communication.

You will work closely with our operations and workplace specialists, shaping automation and AI-driven triage to improve efficiency and service quality.