• Resolve complex technical support incidents related to Microsoft 365 services.

• Provide technical assistance to customers via telephone, email, and remote sessions.

• Escalate issues promptly when deeper or specialized expertise is required.

• Apply strong knowledge of the Microsoft 365 architecture to troubleshoot and recommend proactive solutions.

• Create detailed and high-quality case documentation.

• Handle sensitive customer interactions with professionalism and confidence.

• Collaborate effectively with cross-functional support and engineering teams.

Qualifications

• Strong interpersonal and communication skills with customers to gather information, explain responsibilities, and convey next steps confidently.

• Ability to manage challenging and politically sensitive customer scenarios.

• Excellent spoken and written English communication skills.

• Demonstrable troubleshooting and analytical thinking abilities.

• Logical reasoning, critical thinking, and cross-team collaboration.

• Passion for technology, problem-solving, and delivering high-quality customer support.

Experience

• 2 3 years of technical support experience, ideally in a customer-facing or technical support role.

Education / Certification

• Bachelor's degree (Graduate in any discipline).

• Microsoft 365 or related technical certifications preferred.

Language

• Fluency in English (written and verbal).

Technical Skills

SharePoint Online & OneDrive for Business

• Strong knowledge of SharePoint Online environments and site types.

• Familiarity with SharePoint Online and OneDrive for Business limitations and known issues.

• Hands-on experience with:

• Metadata, Crawled Properties, Managed Properties, Content Types, Workflows, User Profiles, and SharePoint Search.

• Awareness of latest features and deprecated functionalities in SharePoint Online.

• Understanding of Office 365 Groups and SharePoint Online Permissions.

• Knowledge of OneDrive for Business sync issues.

• Understanding of Point-in-Time Restore functionality in SharePoint Online.

• Familiarity with Retention Policies, Data Loss Prevention (DLP), and eDiscovery Holds.

Office 365 Platform & Tools

• Basic knowledge of DirSync, Azure AD Sync, or Azure AD Connect.

• Understanding of Office 365 Licensing.

• Experience using Fiddler, Search Query Tools, and SharePoint Designer.