Mircosoft 365 Office Apps Administrator

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.
Our benefits
Private supplementary health insurance
including coverage for your immediate family, offering peace of mind beyond the public system.
Meal allowance
to support your daily work routines.
Additional paid days off
(24 December & Carnival Day) on top of statutory annual leave - giving you more time for what matters.
Hybrid working model
with a mix of remote and office days to support flexibility and modern ways of working.
Intercultural collaboration & cross border projects
- grow your international experience by working with colleagues in Germany.
Modern technology and continuous development opportunities
to support your growth and keep you up to date in your field.
Bright, appealing offices in a trendy Lisbon area
, designed for productive and enjoyable workdays.
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 30,0