Technical Support Officer -

thehivecareers.co; Oregon (WI); Hybrid; USD 50,000 - 70,000; Full time

Job summary

A leading technology provider seeks a Technical Support Officer in Wisconsin to implement and maintain cloud-based solutions. The role requires overseeing Microsoft 365, collaborating with cybersecurity teams, and providing user support. Ideal candidates will have a BSc in Computer Science, 1-3 years of experience, and strong problem-solving and interpersonal skills. Occasional long hours may be required for outages or implementations. This position promotes a collaborative and transparent work culture.

Qualifications

• 1-3 years of relevant experience in a customer-focused IT role.
• Experience in managing full or hybrid cloud environments.
• Knowledge of Active Directory administration.

Responsibilities

• Oversee and maintain the Microsoft 365 cloud environment.
• Collaborate with the Cybersecurity Analyst to monitor for vulnerabilities.
• Provide remote support for user-reported issues.

Skills

Up-to-date knowledge of Microsoft 365

Interpersonal skills

Attention to detail

Problem-solving skills

Education

BSc. in Computer Science/Engineering or related field

Tools

Remote-desktop applications

Help-desk software

Job description

About the job Technical Support Officer

Job Purpose

The Technical Support Officer implements and supports cloud-based solutions for messaging, collaboration, endpoint management and related security policies. The incumbent will also act as the first point of contact for users who need technical support. Common tasks include installing, configuring, upgrading and repairing user hardware, operating systems and software.

Responsibilities and Duties

• Oversee and maintain the companies Microsoft 365 cloud environment and related software.
• Monitor usage patterns and usage rates to ensure that employees are using the system efficiently and effectively.
• Work closely with the Cybersecurity Analyst to implement security policies governing use of the hardware and software systems.
• Collaborate with the Cybersecurity Analyst to monitor the corporate network and systems for potential vulnerabilities, identify risks, and take action to mitigate them.
• Installation & configuration of the companies computer hardware operating systems and applications.
• Maintain an inventory of end-user hardware and their assignment to specific employees.
• Address user requests for assistance regarding accounts, hardware faults or problems with the cloud messaging and collaboration platforms.
• Provide remote support where feasible for user‑reported issues.
• Escalate complex issues to the relevant software vendors where required and track the issues to resolution.
• Test and evaluate new technology and support the rollout of new enterprise applications.
• Provide support in the form of procedural documentation.
• Author, edit and publish quality knowledge‑base content to improve self‑service resources.
• Identify areas of improvement in the support and run processes that could increase user experience and reduce reported issues.

Knowledge and Skills

• Up‑to‑date knowledge of the Microsoft 365 or Modern Work ecosystem.
• Awareness of cybersecurity threat‑modeling principles.
• Writing case notes and error logs.
• Knowledge of administration in Active Directory (e.g. users, computers, security groups and distribution lists).
• Attention to detail and good problem‑solving skills.
• Excellent interpersonal skills.

Qualifications and Experience

• BSc. in Computer Science/Engineering or a related field.
• 1–3 years of relevant experience in a customer‑focused position involving technical knowledge in IT or IT help‑desk functions or in application support.
• Experience with remote‑desktop applications and help‑desk software.
• Experience in managing full or hybrid cloud environments. Microsoft 365 experience preferred.

Desired Attributes and Behavioural Competencies

• Collaboration, transparency, safety, and trust.
• Good written and verbal communication.
• Ability to communicate well with others.
• Initiative.
• Flexibility.

Special Conditions

Occasional long hours, for example, if an outage occurs outside normal working time and needs to be addressed or an implementation must be performed in off‑peak hours.

Functional Relationships

External: Software vendors and partners.

Internal: Executive & Senior Management, Growth, Product, Technology and Operations teams.

Performance Criteria

• Timeliness and responsiveness.
• Execution of goals by agreed timeframe.
• Deliver exceptional customer and business results.