Technical Support Specialist

SUMMARY:
Our client is looking for a Technical Support Specialist who be responsible for providing technical assistance to their clients and internal users. This role requires a deep understanding of the company's products, strong problem-solving skills, and the ability to communicate technical issues effectively. The ideal candidate will be patient, detail-oriented, and capable of handling various technical challenges.

POSITION INFO:
Job Description:

• Oversee the administration and support of the Microsoft 365 platform, including Exchange Online, SharePoint Online, Teams, OneDrive, Teams and other M365 services.
• Provide advanced troubleshooting and resolution of complex technical issues related to M365 services.
• Manage user accounts, licenses, and permissions within the M365 Admin Center.
• Configure and maintain M365 security and compliance settings, including Data Loss Prevention (DLP), eDiscovery, and retention policies.
• Implement and manage M365 governance and best practices to ensure a secure and efficient environment.
• Monitor and optimize the performance of M365 services, identifying and addressing any issues proactively.
• Develop and maintain documentation related to M365 configurations, procedures, and policies.
• Provide training and guidance to end-users and other IT staff on M365 tools and features.
• Collaborate with other IT teams to integrate M365 services with existing systems and workflows.
• Assist in the planning and execution of M365 migrations and upgrades.
• Stay updated with the latest M365 features, updates, and best practices.
• Ensure compliance with industry standards and regulatory requirements for M365 services.
• Develop and maintain automation scripts for routine M365 administrative tasks.
• Participate in IT projects related to M365, including planning, implementation, and post-implementation support.
• Generate and analyze reports on M365 usage, performance, and security incidents.
• Provide input and recommendations for the continuous improvement of M365 service delivery.
• Respond to and resolve escalated support tickets related to M365 in a timely and effective manner.
• Manage and troubleshoot issues with M365 hybrid environments, including integration with on-premises systems.
• Coordinate with Microsoft support for issue resolution and service enhancements.
• Participate in the development and enforcement of IT policies and procedures related to M365.
• Lead initiatives to enhance user adoption and effective utilization of M365 tools.
• Identify opportunities for process improvements and implement solutions to enhance the efficiency and effectiveness of M365 support.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.

• 5+ years of experience in a technical support role or similar position.
• Experience with troubleshooting hardware and software issues.
• Familiarity with customer service best practices.

• Proficiency in operating systems (Windows, macOS, Linux).
• Basic understanding of networking principles (TCP/IP, DNS, VPN).
• Knowledge of remote desktop applications and help desk software.
• Familiarity with databases and scripting languages (SQL, PowerShell, etc.) is a plus.