O365 - Support Specialist

Location

Mumbai | India

Job description

• As a M365 Support Specialist, your main responsibilities will include providing company end-users with technical and functional support, troubleshooting, and resolving issues related to M365 and third-party applications, collaborating with other team members to improve system performance and functionality, and assisting users in understanding and using M365 applications effectively

Key Responsibilities

• Providing company end-users with technical and functional support.
• Troubleshooting and resolving issues related to M365 and third-party applications.
• Collaborating with other team members to improve system performance and functionality.
• Assisting users in understanding and using M365 applications effectively.
• Escalating and following-up on requests to second- and third-line support as necessary (including partners and vendors).
• Participate in the testing and quality assurance process of custom-built applications and integrations.
• Participate in the maintenance and creation of new documentation in the ICT knowledge base.
• Participate in the elaboration and delivery of end-user trainings.
• Ensure that end-users adhere to the established governance policies and standards.
• Participate in root cause analysis and why incident reports.
• Identify, troubleshoot, and resolve incidents within target SLA.
• Proactive monitoring of the platform and take necessary maintenance or remediation actions.
• Maintain or improve the internal customer satisfaction score.

Deliverables:

• Structured and systematic analysis of incidents.
• Redaction of documentation in the internal KB and/or customer-facing Help Portal.
• Test reports
• End-user trainings

Education Experience

• Bachelor of Engineering.
• 1-3 Years of relevant experience.

Certifications:

• Microsoft 365 Certified: Fundamentals - MS-900 is an asset.
• Microsoft Certified Azure Fundamentals - AZ-900 is considered an asset.

Background, Skills and Competencies

Soft skills:

• Excellent problem-solving skills
• Good communication skills in English both written and verbal is mandatory for this role.
• International experience in a multi-cultural environment is mandatory for this role.

Technical skills:

Mandatory:

• Knowledge of M365 applications and their administration, including but not limited to:
  • Microsoft Teams
  • SharePoint Online Microsoft Lists
  • Microsoft Planner To-Do
  • Microsoft Forms
  • Microsoft Stream
  • Microsoft Whiteboard Loop
  • Microsoft OneNote
  • Microsoft Outlook Exchange
  • Office Apps (Excel, Word, PowerPoint)
• Scripting capabilities as well as knowledge of M365-related PowerShell modules including but not limited to PnP PowerShell, SharePoint Management Shell, Graph API.
• Knowledge of VBA and Macros.
• Knowledge of ITIL.

Considered an asset:

• Jira Service Management is an asset.
• Microsoft Power Platform is considered an asset.
• Dynamics 365 CE is considered an asset.
• ShareGate is considered an asset.
• Microsoft Azure.
• DocuSign administration.
• Agile/SCRUM.

Job tags

Salary