Support Specialist (IAM, Incident Management, MS Teams, Sharepoint, Onedrive, PowerShell, Graph API)

Benefits

Additional Information

The Support Specialist is responsible for providing technical support to users through the analysis and resolution of technical problems. In this role, support is for Microsoft 365 (M365) applications, including Exchange Online, OneDrive, Teams, Sharepoint, Yammer and the Power Platform. Responsibilities include but are not limited to: Provide Tier 2 support for the M365 platform via phone, email and ticketing system. Performs troubleshooting as required. Leads problem-solving efforts often involving outside vendors and other support personnel and/or organizations. Perform administration tasks including user/group administration, security permissions, group policies, systems configuration, research event log warnings and errors, and resource monitoring. Interact with the help desk and other teams to assist in troubleshooting, identify root cause, and provide technical support when needed. Perform daily system monitoring to ensure data security, availability and integrity of required resources, and proper recording of application logs and reviews. Collaborate with various managers and other IT personnel to improve existing processes, increase automation and meet application goals. Participate in required compliance activities as needed, including data log collection, statistical analysis and proper reporting standards. Administer on-call and after-hours technical support during scheduled outages and unscheduled emergency situations. Escalate issues to appropriate teams within IT as needed. Manage incoming help tickets and assign appropriately. Performs root cause analysis and provides meaningful information and timely updates to users with a focus on preventing future problems. Create and maintain documentation as it relates to corporate applications, support and processes. Performs other related duties and participates in special projects as needed. Soft skills and Professionalism Passionate about customer service. Ability to successfully build relationships with challenging stakeholders and navigate social environments. Maintain an enthusiastic attitude and willingness to assist users at all times. Always ensure that conversations/discussions with end users are professional and focused on issues related to business and technology support. Ability to communicate effectively. Ability to successfully balance multiple simultaneous demands & self-adjust to meet shifting priorities. Works well with colleagues and managers and is able to learn new applications, technologies and competencies at a reasonable pace. Always ask for assistance when unsure of how to address a situation and lean on the team for support and additional training when needed. Demonstrated ability to communicate or escalate situations which cannot be resolved quickly or are likely to be escalated. Show initiative and follow through to completion of assigned tasks. Apply previous learnings, maintain certifications and demonstrate willingness to adapt and learn new technology solutions. Respond positively to coaching and show improvement in areas requiring additional training or feedback. BS/MS degree in Computer Science, Engineering or a related subject. 3+ years of experience in Microsoft 365 administration and problem solving. Knowledge and experience troubleshooting these specific platforms: Exchange Online, Teams, OneDrive, Sharepoint, Power Apps, Intune and Yammer. Experience supporting hybrid Exchange/O365 environments. Experience in maintaining and supporting on-prem Exchange servers. Experience utilizing Graph API for operational reporting and support. Expert skills in supporting mailflow, message trace, SMTP mail relays, connectors and mail routing rules. Expert skills in creating Powershell scripts for use with managing Exchange and O365 environments. Willingness to occasionally work scheduled night/weekend times, and to participate in off-hours on-call schedule. Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms. Recharge and revitalize with help of wellness plans made for you and your family. Plan your future with financial wellness tools. Stay relevant and upskill yourself with career development opportunities.

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