Responsibilities
* Provide Advanced Technical Support for O365 Administration
* Troubleshoot complex incidents, perform root cause analysis, and implement effective solutions to resolve technical and security-related issues.
* Collaborate on Escalated Ticket Resolution
* Work closely with cross-functional support teams to resolve escalated issues within defined SLAs, ensuring operational continuity and a strong security posture.
* Drive Knowledge Management and Team Development
* Maintain and update internal knowledge bases, deliver training for new team members, and mentor analysts to enhance overall team performance.
* Optimize Customer Satisfaction and Service Quality
* Improve first-call resolution rates, reduce case reopenings and rejected resolutions, and proactively address potential security threats to enhance the customer experience.
* Ensure Compliance and Continuous Improvement
* Adhere to internal quality standards and regulatory requirements, supporting continuous service improvement and compliance with company policies.
Skill Requirements
* Comprehensive expertise in O365 administration and related services.
* Advanced troubleshooting capabilities for resolving complex technical issues in O365 environments.
* Strong analytical skills to perform root cause analysis and apply effective, sustainable solutions.
* Excellent communication and collaboration skills, with the ability to work effectively across diverse teams.
* Solid understanding of security best practices specific to Microsoft 365 environments.
Certifications
* Microsoft Certified: Security, Compliance, and Identity Fundamentals
Seniority level
* Mid-Senior level
Employment type
* Contract
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