M365 Operations & Support Engineer | 60-100% | (Bern/Zurich/hybrid)

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

M365 Operations & Support Engineer | 60–100% |(Bern/Zurich/hybrid)

Monday morning, 8.15 am. At a client's office, no one can access SharePoint, two new employees are waiting for their Intune devices, and a mailbox rule has been silently redirecting emails into thin air since Friday. Everything seems urgent, but not everything carries the same priority. You bring order to the chaos: you identify what is critical, solve what you can yourself, and hand off the rest to the right Specialist Engineers. What our clients notice above all is simply this: it works.

At Epic Fusion, we are an AI-native team– straightforward, with short decision-making paths and plenty of room to shape your role. We embrace a «learn it over know it» mindset, constantly experimenting with new approaches and embedding them directly into our processes. We view our helpdesk as an intelligent, agent-supported service platform– not a ticket system. Not everything works on the first try, but we learn fast and build on what proves successful. You will not find a finished process handbook for every situation here. If you need one, we aren't the right fit for you. If you would rather write it yourself, you definitely are.

Keep the overview: You take charge of ticket triage in the B2B helpdesk, set priorities, and ensure that every case reaches the right person.

Solve independently: You autonomously handle second-level requests relating to M365, ranging from troubleshooting and configuration to root cause analysis. You want to know why something broke, not just that it is working again.

Keep SLAs under control: You monitor SLAs and open cases, stepping in before anything escalates.

Support customers as an equal: You proactively nurture customer relationships. Our clients know who to call and trust you.

Play as a team: You work closely with our operations and workplace specialists, handing over cases in a way that requires no follow-up questions.

Make the helpdesk smarter: If something happens twice by hand, you take a closer look. You help shape how AI agents and automated workflows take over triage, analysis, and communication in the helpdesk.

You are a great fit for us if

• You know Microsoft 365 from hands‑on experience and Intune, Entra ID, Exchange, Teams, or SharePoint are familiar territory to you. Experience with software packaging, Printix, or Azure is a plus, but not a must.
• You have already worked in a helpdesk or IT operations environment and know what a busy Monday morning feels like.
• You stay calm under pressure and can explain to a stressed customer in just two sentences what happens next.
• You have already experimented with AI tools out of genuine curiosity, not because someone asked you to.
• You communicate confidently in both German and English

Our application process will guide you step by step into our team.

Five steps from your application to getting started together: The Epic Fusion application process is carefully structured and transparent, and therefore fast, streamlined, and efficient. We leave nothing to chance when it comes to our latest epic talent.

1. Job Application: The first step is complete. Thank you very much! We will review your application and get back to you as soon as possible.
2. Chemistry Meeting: The first informal conversation is meant to help us get to know each other and discuss the requirements and your expectations. If the chemistry is right, we will move on to the next step.
3. Interview: The purpose of the structured interview is to learn more about your background. In return, you will learn more about the position and about us: a back‑and‑forth exchange of questions and answers ensures a genuine dialogue.
4. Assessment: During the assessment, you will give us an in‑depth look at the different aspects of yourself– your personal strengths, weaknesses, and skills.
5. Offer: Now we will get you ready to go: With our offer, the way is clear for you to get started with us.

Seven reasons why you should work with us.

We are looking for people who have a lot to offer, which is why we offer a lot in return. Whether you are looking for the perfect flexible work environment, a state‑of‑the‑art office right next to a train station, or six weeks of vacation so you can fully recharge your batteries while traveling. We are the best choice for you to thrive professionally.

At Epic Fusion, teamwork is essential. Only when people work together and support one another can they achieve great things. That is why teamwork is a core value at Epic Fusion– and everyone here agrees. We believe that we can only achieve our goals through strong collaboration. Respect and trust form the foundation of our team spirit. We are always ready to help one another and learn from each other. We support one another during difficult times and celebrate our successes together.

For us, location independence and time flexibility are not just empty buzzwords– they are a way of life. Each of us chooses where to work based on where our creativity is flowing most freely at the moment and where we can create the greatest value for our clients and our company. What matters to us is the result and the passion behind it. No matter where we are working from.

We are committed to a hybrid work model. So the freedom to choose where we work is just as important to us as getting together regularly to exchange ideas, brainstorm, or just have fun together. Did we mention that the whole team gets treated to a delicious lunch every month?

Of course, our work is important to us, but it is also essential to relax and recharge. We want you to work with us feeling refreshed, satisfied, and motivated. That is why– regardless of age or position– we offer flexible options like vacation buy‑ins in addition to the six weeks of vacation. This way, you can plan your time off and trips exactly as you need to.

In our modern offices, you will find space for collaboration, culture, and impact.

zentroom | Bern: Right in the heart of Bern’s train station, we foster focus, connections, and spontaneous floor talks. We meet our community in open areas, team offices, and the coworking space. Here, focused work and inspiring exchanges come together.

Novu Campus | Zurich Airport: Right in the Circle at Zurich Airport. A brand‑new space full of character. Barista‑brewed coffee, a podcast studio, event spaces– the perfect place to work, discuss, create, and make an impact together.

Annweiler | Germany: In our coworking space, we combine work and collaboration in a relaxed atmosphere.

The fast‑paced nature of today’s business world demands constant personal development. In particular, the ability to cope with a highly dynamic environment and changing work conditions is key. With this in mind and through our own willingness to learn, we proactively shape our collaboration within the team and with our clients. We continuously develop our skills through targeted training and professional development programs.

Equality and diversity are core values at Epic Fusion. We build and support a diverse team of people from all walks of life. We are committed to a transparent compensation model with an extremely attractive profit‑sharing plan, because for us, «win‑win» is also a form of equality.

With our flexible work model, we also try to avoid unproductive travel. But not everyone wants to work from home all the time, and not every meeting can be held online. That is why our offices are located right next to the train station: easy to reach and great for working. And because that is not enough for us, everyone on the team gets a half‑fare travelcard, and we reimburse first‑class tickets for business trips. To ensure you are connected with 5G at all times while on the go, you will receive a high‑performance mobile benefit solution.

• six weeks of vacation so you can fully recharge your batteries while traveling.
• We offer flexible options like vacation buy‑ins in addition to the six weeks of vacation.
• delicious lunch every month.
• half‑fare travelcard.
• reimburse first‑class tickets for business trips.
• high‑performance mobile benefit solution.
• transparent compensation model with an extremely attractive profit‑sharing plan.

Want to learn more about your career with us?

Here you will find not only all of our job openings, but also information about our values and principles, quotes from our team, and insights into what life is like at our headquarters.