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