Support role SME
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Job Location:
Redmond, WA - USA
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Support role - SME
Job Location: Redmond WA
Job Type: Contract
Job Description:
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Resolve complex technical support incidents related to Microsoft 365 services.
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Provide technical assistance to customers via telephone email and remote sessions.
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Escalate issues promptly when deeper or specialized expertise is required.
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Apply strong knowledge of the Microsoft 365 architecture to troubleshoot and recommend proactive solutions.
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Create detailed and high-quality case documentation.
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Handle sensitive customer interactions with professionalism and confidence.
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Collaborate effectively with cross-functional support and engineering teams.
Qualifications
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Strong interpersonal and communication skills with customers to gather information explain responsibilities and convey next steps confidently.
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Ability to manage challenging and politically sensitive customer scenarios.
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Excellent spoken and written English communication skills.
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Demonstrable troubleshooting and analytical thinking abilities.
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Logical reasoning critical thinking and cross-team collaboration.
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Passion for technology problem-solving and delivering high-quality customer support.
Experience
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2 3 years of technical support experience ideally in a customer-facing or technical support role.
Education / Certification
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Bachelors degree (Graduate in any discipline).
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Microsoft 365 or related technical certifications preferred.
Language
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Fluency in English (written and verbal).
Technical Skills
SharePoint Online & OneDrive for Business
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Strong knowledge of SharePoint Online environments and site types.
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Familiarity with SharePoint Online and OneDrive for Business limitations and known issues.
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Hands-on experience with:
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Metadata Crawled Properties Managed Properties Content Types Workflows User Profiles and SharePoint Search.
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Awareness of latest features and deprecated functionalities in SharePoint Online.
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Understanding of Office 365 Groups and SharePoint Online Permissions.
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Knowledge of OneDrive for Business sync issues.
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Understanding of Point-in-Time Restore functionality in SharePoint Online.
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Familiarity with Retention Policies Data Loss Prevention (DLP) and eDiscovery Holds.
Office 365 Platform & Tools
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Basic knowledge of DirSync Azure AD Sync or Azure AD Connect.
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Understanding of Office 365 Licensing.
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Experience using Fiddler Search Query Tools and SharePoint Designer.
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
