O365 Support Specialist

Company Overview

Company information is not specified.

Job Summary

As an O365 Support Specialist, you will be responsible for the implementation, configuration, and management of Office 365 (O365) services. You will troubleshoot and resolve end-user issues pertaining to O365 on a 24x7 basis and provide technical solution advisement to agents and team leads. This role plays a critical part in ensuring smooth operations and effective service delivery within the organization.

Responsibilities

• Provide high-end technical and project-based support and consultation for Office 365 Cloud services.
• Architect, design, and implement solutions using various services and solutions offered by the MS Office 365 package.
• Handle Tier 3 operations for all Office 365 workloads, including:
  • Exchange Online
  • SharePoint Online
  • Microsoft Teams
  • Security & Compliance
  • Microsoft Teams Rooms (MTR) Support
• Assist Tier 1 & 2 resources in addressing Office 365 related issues.
• Troubleshoot advanced Office 365 issues, ensuring issues are resolved within defined Service Level Agreements (SLAs) and adequate solutions are provided to customers.
• Update and share daily, weekly, and monthly trackers for Office 365 related tickets and analyze data.
• Resolve any global cross-functional or work-team issues that arise.
• Define key management routines and governance strategies for effective business process execution.
• Report and trend the effectiveness of solutions and standards.
• Initiate improvements in tools, ticket scoping, requirements gathering, processes, and personnel.
• Investigate root causes, test solutions, and recommend changes to reduce the time taken to resolve Office 365 tickets.
• Understand Office 365 support priorities and objectives while actively contributing to their achievement.
• Utilize and provide advanced tools for diagnosing and troubleshooting Office 365 issues.
• Manage individual projects related to new implementations, improvements, or migrations to Office 365 from multiple source platforms.

Qualifications

• Strong knowledge of email technologies, including:
  • Microsoft Exchange 2010, 2013, 2016, 2019, and Online (O365).
• Extensive understanding of SMTP, POP3, and Exchange mail protocols.
• Proficient in Exchange hybrid configuration and mail flow troubleshooting.
• Technical certifications in relevant technologies (e.g., Microsoft Certified: Azure Administrator Associate, Microsoft Certified: Security, Compliance, and Identity Fundamentals) is preferred.
• Excellent problem-solving skills and ability to work under pressure.
• Strong interpersonal and communication skills to interact effectively with team members and stakeholders.
• Familiarity with ticketing systems and IT service management practices.

Preferred Skills

• Previous experience in a support role involving Microsoft Office 365.
• Knowledge of security and compliance aspects within Office 365.
• Experience working in a fast-paced IT environment.

Experience

• Previous experience in IT support or a related field is preferred, particularly involving Office 365 environments.

Environment

• Work may be performed in a hybrid model, including remote and in-office settings, depending on organizational needs.

Salary

Salary information is not specified.

Growth Opportunities

Opportunities for career advancement within the company are not specified.

Benefits

Benefits offered by the company are not specified.