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COConcentrix

M365 Architect German and English(m/w/x)

Düsseldorf
Full-timeWith Home OfficeSenior
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M365 architecture and complex enterprise environment troubleshooting for global tech services leader. 9+ years technical support experience required. Office for Mac troubleshooting, including platform-specific behaviours and limitations.

Requirements

  • Bachelor's Degree in Computer Science, Information Technology, or related field AND 6+ years relevant experience
  • Equivalent experience
  • 9+ years technical support, customer engineering, or related roles, focus on troubleshooting complex enterprise environments
  • Office for Mac troubleshooting experience, including platform-specific behaviours and limitations
  • Strong knowledge of Microsoft 365 Apps architecture, deployment, servicing, and update channels (e.g., LTSC)
  • Expertise troubleshooting and resolving complex incidents in Microsoft 365 Apps, legacy Office, and Office for Mac
  • Strong experience in advanced troubleshooting techniques (log analysis, network tracing, ETL trace analysis, Sysinternals tools)
  • Experience troubleshooting across client OS (Windows, macOS), application layers, identity/authentication, and service connectivity
  • Ability to manage and drive resolution of high-severity, business-critical customer incidents involving multiple stakeholders
  • Knowledge of networking fundamentals (DNS, TCP/IP, proxies, firewalls) and their impact on Office/M365 Apps functionality
  • Presentation and Workshop/Trainer experience delivering standardized readiness to larger audiences

Tasks

  • Resolve complex and sensitive customer issues
  • Build relationships with internal and external teams
  • Identify and escalate recurring roadblocks
  • Manage escalated issues and ensure process compliance
  • Communicate issue responses to customers and stakeholders
  • Surface feedback and identify systematic issues
  • Lead process improvement efforts
  • Review and resolve recurring or sensitive issues
  • Own critical and complex Microsoft 365 incidents
  • Ensure end-to-end resolution and customer satisfaction
  • Lead advanced troubleshooting across client, service, and integration layers
  • Analyze logs, traces, and system behavior
  • Troubleshoot high-impact issues across multiple domains
  • Engage and coordinate with Microsoft teams for resolution
  • Deliver detailed root cause analysis and post-incident reviews
  • Identify patterns and recommend preventive measures
  • Perform in-depth diagnostics using network tracing tools
  • Identify performance, authentication, and application-level issues
  • Communicate clearly during high-severity incidents
  • Manage customer expectations and build trust
  • Contribute to internal knowledge bases
  • Document troubleshooting approaches and share learnings
  • Identify systemic issues in products and processes
  • Provide feedback to Microsoft engineering and service teams
  • Deliver workshops to larger customer audiences
  • Cover security, troubleshooting, environment assessments, and problem avoidance

Work Experience

  • 6 years

Education

  • Bachelor's degree

Languages

  • German – Native
  • English – Native

Tools & Technologies

  • Microsoft 365 Apps
  • Office for Mac
  • legacy Office products
  • Fiddler
  • Wireshark
  • Sysinternals tools
  • Windows
  • macOS
  • DNS
  • TCP/IP
  • proxies
  • firewalls
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Concentrix and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.

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