Microsoft 365 Office Apps Administrator & Support Engineer

About the company We believe in the positive power of energy – and in people who are ready to shape the future with their ideas and dedication. That's why we established the EnBW Tech Hub in Portugal to drive innovation and develop digital solutions that support the energy transition and improve the way we work. As a key pillar of EnBW's technological transformation, the Tech Hub plays a vital role in our journey. EnBW is one of the largest energy companies, headquartered in Karlsruhe, Germany, employing approximately 30,000 people. ENBW IT SOLUTIONS, UNIPESSOAL LDA, a wholly owned subsidiary of EnBW, operates as an integral part of EnBW's IT division. In Lisbon, we bring together experts in IT, administration, project management and HR to collaborate in an agile, international environment and create smart, scalable solutions.

• Your tasks
• Ensure the reliable operation of Microsoft 365 Office Apps and OneDrive for Business across Intune-managed devices and Citrix virtual environments by analyzing incidents and driving sustainable solutions
• Provide 2nd and 3rd-level support for Microsoft 365 Office Apps, working closely with service and product teams as well as Microsoft support on complex or recurring issues
• Take ownership of prioritized and high-impact tickets, from root cause analysis through resolution, documentation and reliable handover to the relevant teams
• Handle license-related user requests as well as incidents involving signed Office macros and VBA, including signing and whitelisting activities using internal tools and defined processes
• Create and maintain practical knowledge articles, troubleshooting guides and handover documentation to enable efficient resolution by 1st-level support and other teams
• As a technical interface, you ensure clear communication and transparent follow-up between users, 1st-level support, service teams and product teams
• Identify recurring issues and operational pain points, analyze their root causes and implement sustainable improvements that reduce support effort and enhance service quality

• Together with Product Owners and engineering teams, continuously improve Microsoft 365 services, operational processes and the overall user experience

• Your profile

• You bring 5+ years of experience in enterprise IT support and feel at home in a service-oriented role with a strong focus on users and reliable operations
• A strong service mindset defines your way of working: you handle tickets reliably, communicate proactively and follow up until issues are resolved
• Taking ownership comes naturally to you, from initial analysis and troubleshooting through resolution, documentation and handover to 1st-level or other teams
• Complex technical topics can be explained by you in clear and precise English, even to non-technical business users
• With strong analytical and problem-solving skills, you identify opportunities beyond day-to-day support and proactively drive sustainable improvements
• You are comfortable working in an international environment and are open to German business culture and cross-cultural collaboration between Karlsruhe and Lisbon
• Ideally, you have experience working with 3rd-level, service and product teams, as well as with virtualized and managed workplace environments such as Citrix and Intune
• Additional knowledge of ITIL, Microsoft 365 services such as OneDrive, SharePoint and Teams, Power Automate, scripting, self-service solutions or knowledge management is a plus
• You speak confidently in English; Portuguese and/or German are considered an advantage

About the department We believe in the positive power of energy - and in people ready to shape the future with their ideas and commitment. That is why we established the EnBW Tech Hub in Portugal: to drive innovation and develop digital solutions that support the energy transition and improve the way we work. As a key pillar of EnBW's technological transformation, the Tech Hub plays a crucial role in our journey. Headquartered in Karlsruhe, EnBW is one of the largest energy companies, employing around 30,000 people. ENBW IT SOLUTIONS, UNIPESSOAL LDA - a wholly owned subsidiary of EnBW - is an integral part of EnBW's IT division. In Lisbon, we bring together experts from IT, administration, project management, and HR to collaboratively develop smart, scalable solutions within an agile, international environment.

Our "Digital Workplace" unit is part of EnBW IT. Our mission: We work so that you can work! We provide our colleagues with a modern digital workplace that enables seamless collaboration. As pioneers in digitalization, collaboration, and sustainability, we set trends and rapidly implement new technologies. Customer focus is in our DNA! We look forward to shaping the future together with you!

Contact Are you interested? Apply online now! A cover letter is not required; we may ask a few job-specific questions in our application form. In addition to EnBW, our recruiting team also recruits for other Group companies. If you have any questions, please contact Fahrion, Annika | a.fahrion@netze-bw.de. Everyone is embraced here, irrespective of gender, age, sexual orientation, heritage, faith, beliefs, or physical ability. Our information on data protection for applicants (f/m/d)