Microsoft Office 365 Support Specialist

About Hero Group

Hero is a global food company, founded in 1886 in Switzerland, specializing in branded nutritional products across the Growing Up and Adult categories. With a portfolio of trusted brands like Corny, Semper, Goodies, Beech-Nut, Organix, and Deliciously Ella, Hero delivers high-quality, great-tasting food rooted in natural goodness. Guided by its mission to “To delight Consumers through honest Goodness in every Bite”. With 4,000 team members worldwide, the company is driven by strong values, high performance, and a commitment to doing the right thing—always, without compromise.

About The Role

As a 2nd Line Support Specialist in the Global M365 & Business Applications Operations team at Hero Group IT, you resolve complex Microsoft 365 issues for users worldwide. You collaborate with colleagues from various countries and work closely with teams like Global Service Desk and Workplace Operations. Serving as the contact point for incidents related to Microsoft products, you help maintain secure and efficient digital workplaces. You continually grow your expertise through training and knowledge sharing.

Key Responsibilities:

• Analyse, resolve, and document 2nd line incidents within Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, etc.).
• Collaborate with international teams and end users to resolve issues efficiently and customer oriented.
• Support and coach 1st line colleagues on complex issues.
• Perform administration, configurations, and updates within the Microsoft 365 environment.
• Actively contribute to knowledge sharing, documentation, and process improvements.
• Work closely with the Global Service Desk for more efficient ticket handling.
• Develop knowledge in practice and actively participate in training or presentations to strengthen technical and communication skills.
• Communicate with users worldwide.
• Escalate incidents to 3rd line or external vendors when necessary.

About You

• Completed vocational education in IT or a similar field (e.g., IT administration, system management).
• Proven knowledge of Microsoft 365 and related products.
• Familiarity with PowerShell. In depth knowledge is a plus.
• Fluent English, both spoken and written (mandatory).
• Strong communication skills and the ability to work effectively in an international environment.
• Willingness to actively develop knowledge and participate in courses, training, and knowledge sessions.
• Experience in a similar 2nd line role is an advantage.
• Possession of or working toward an ITIL (v4) and Microsoft certification (such as MS-900, MD-102, or similar) is a plus.
• Proactive, analytical, and customer-focused mindset

What we offer

• A challenging position in a flexible, hybrid working environment with like-minded people who are passionate about natural food and supply chain.
• Daily contact with colleagues from different countries and cultures.
• Opportunities for personal development, both in practice and through training and certifications.
• An enthusiastic and skilled team focused on collaboration and growth.
• Competitive salary, Hybrid working and many more.

Our Values

Our values are at the heart of everything we do. Developed through an inclusive process involving colleagues from across the business, they guide how we work, collaborate, and succeed together.

They reflect who we are today and the future we are building:

Create Wow - We go beyond expectations and strive to make a meaningful impact

Everyone Hero – Every individual matters and every contribution counts.

Nourish Others – We support, inspire, and help each other grow.

Take Responsibility - We own our actions and outcomes, individually and as a team

Our culture

At Hero, we believe great companies are built by people who are empowered to make a real impact. We have an open, flexible, and informal way of working, where everyone has a voice in shaping what we do and how we do it. We collaborate with colleagues across our international organisation.

With short decision-making lines and a flat structure, ideas move quickly and contributions are recognised. We don’t hire people to follow instructions—we hire people who want to take ownership and make their mark. If you spot an opportunity, you’re encouraged to act on it, and if you’re ambitious, you’ll find the freedom to grow.

Creativity, curiosity, and an entrepreneurial mindset are part of everyday life at Hero. We trust our people to drive their own development, support one another, and push boundaries together. Just as importantly, we genuinely enjoy working together and looking out for each other.