Excellent oral and written communication skills with experience in speaking with clients regularly and providing customer service. This role will be customer-focused with a commitment to delivering high-quality support services.
Excellent command of English, both written and verbal. Work with others to ensure adherence to code standards and best practices.
2. Provide first-level support:
Respond to and resolve incoming support request tickets from end-users for various issues, and especially related to Office 365 applications, including Outlook, Excel, teams, SharePoint, and other associated tools.
3. Troubleshoot and diagnose:
Identify and troubleshoot technical issues with Office365, ensuring timely and accurate resolution.
Collaborate with users to gather necessary information for issue analysis and resolution.
4. User Training:
Conduct training sessions for end-users on Office 365 applications to enhance their proficiency and productivity.
Create user-friendly documentation and guides to empower users with self-help resources.
5. Configuration and Maintenance:
Assist in the setup, configuration, and maintenance of Office 365 accounts, security, and services.
Monitor and manage user access, permissions, intune (MDM), and security policies within the Office 365 environment.
6. Collaborate with IT Teams:
Work closely with other IT teams to escalate and resolve complex technical issues that require senior expertise.
Participate in cross-functional projects by researching, planning, designing, implementation and support Office 365 services.
7. Documentation:
Maintain detailed records of support requests, resolutions, and configurations.
Contribute to the development and updating of knowledge base articles for Office 365 & Misc. issues.
8. Stay current with Technology:
Keep abreast of the latest developments and updates with Office 365 and Misc. systems.
Proactively share insights and recommendations for improvements in Office 365 security incident, usage, and administration.
Applications must possess:
Associate or Bachelor’s degree or higher in computer science, information management, engineering, or related discipline and/or field or equivalent experience.
Any relevant Microsoft cloud fundamental or security certifications – MS-101, AZ-500, MS-500 is an advantage.
Experience or knowledge of Office 365 management – Office 365 Administrator, Enterprise Mobility & Security services including Azure Active Directory, Intune and Mobile Device Management (MDM), Exchange Online, Defender ATP is an advantage.
