Provide timely, focused and appropriate 3rd level support to local IT teams and the Service Desk organization, within service SLAs and with strong customer focus, for data and application services on office and shop floor computers as well as mobile devices. Engineering of innovative solutions to address business needs and service gaps, within the roadmap of Global IT infrastructure within Office 365 and Microsoft Cloud Services Deployment of such solutions in collaboration with local IT teams or other central IT functions Contribute to the service roadmap and life cycle by staying on top of the Microsoft product roadmap and technology Applies, maintains and evolves Office 365 data and application Standards and related documentation Creates and maintains operational and support documentation, especially Knowledge Base entries, and end user guides Implements software and configuration changes with minimal service impact and following Change Management processes