Job Title: Support role - SME
Job Location: Redmond, WA
Job Type: Contract
Job Description:
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.
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