M365 SharePoint Support Specialist

JOB SUMMARY:

The M365 SharePoint Support Specialist will be the first line support person for SharePoint, Teams, and Guest User Management. They will provide troubleshooting, guidance, and customer service support on common permissions, document management, and collaboration challenges.

In order to be able to deliver effective support to the target user group, this position must be able to provide general Tier 1 and 2 support across the tools in Microsoft 365, focused primarily on SharePoint document storage, but also how the tools within Microsoft 365 are integrated.

This role will also participate in SharePoint migration, PowerApps, and other develop projects as a means to increasing skills and knowledge of the Microsoft 365 environment.

The ability to maintain a positive, friendly, helpful, and proactive attitude are critical, as well as a desire to provide the best and easiest experience possible for end users. Support will occur primarily virtually to staff around the globe, requiring some work outside of regular business hours.

Summary of Responsibilities

- Employ customer-service oriented techniques to determine and resolve problems, and respond competently with the appropriate sense of urgency to customer requests.
- Assist in managing daily operations of the digital help desk by quickly resolving Tier 1 and Tier 2 support tickets on SharePoint, Teams, and Guest User Management.
- Develop weekly “What is new in M365” News Alerts for IT staff.
- Create and maintain documentation, troubleshooting tips, FAQs, and resolutions to common issues for the service desk.
- Define and classify level, priority and nature of problem, request and/or issue. If unable to diagnose a problem, escalate problem to the appropriate team.
- Responsible for opening, tracking, and closing troubleshooting tickets while ensuring project ownership and customer satisfaction.
- Assist other teams where Microsoft 365 activities are required; such as migration projects, file re-organization projects, PowerApps development projects, etc.
- Maintain and grow knowledge of relevant technologies, products, services, and best practices to provide technically accurate, appropriate, and creative service solutions for end clients.

RESPONSIBILITIES:

Customer Service

• Interact directly with end users and/or technical Points of Contact to resolve SharePoint Online issues, Respond and follow up on technical help tickets submitted via phone, email, and our online ticketing system
• Monitor and resolve technical incidents submitted to a ticketing platform, Jira.
• Provide expert-level technical support, covering Tier 1 to Tier 2 problems on SharePoint, Teams, Guest User Management, and others.
• Utilize past experience and overall product expertise to preempt issues by identifying and mitigating potential problems and conflicts when supporting users or as part of the management team.
• Help users learn and use available self-service (Tier 0) resources, to aid in ticket deflection and increased user self-reliance and empowerment
• Gather as much information as possible and is relevant to the issue/request from the user in order to identify the problem and solve effectively (or escalate as needed)

Reporting and Documentation

• Identify common problems, questions and challenges, developing a response strategy to reduce the pain-point and improve user experience
• Regularly evaluate support requests, and identify any areas where education, documentation, or communication can be used to reduce the need to engage support, or improve the support process
• Create weekly “What is new in M365” News Alerts for IT staff.
• Deliver one-to-one or one-to-few training sessions for end-users
• Develop documentation and training materials to support end-users, including training videos.

Department Projects

• Assist other teams where Microsoft 365 activities are required; such as migration projects, file re-organization projects, PowerApps development projects, etc.
• Maintains awareness of the current industry technologies and trends, and, where appropriate, drives adoption and leads implementation of new/upgraded system