Application Support Specialist

The Application Support Specialist will provide enterprise-level support for Microsoft 365 and SharePoint Online ensuring efficient incident resolution system stability and high-quality user support.

Key Responsibilities

• Triage analyze and resolve application incidents and service requests
• Provide ongoing support for SharePoint Online (permissions configuration user access)
• Manage and document tickets using ITSM tools (e.g. ServiceNow)
• Support SharePoint migrations deployments and post-implementation stabilization
• Perform root cause analysis and coordinate escalations
• Deliver frontline support to business users and stakeholders
• Maintain documentation procedures and knowledge base articles
• Identify recurring issues and recommend service improvements
• Provide periodic reporting on support metrics and status

• 3 5 years of application support experience in an enterprise environment
• Hands-on experience with ITSM tools (ServiceNow or equivalent)
• Strong experience with Microsoft 365 and SharePoint Online
• Solid SharePoint administration skills including:
  • Permissions and access management (users groups inheritance)
  • Site configuration and document libraries
  • Collaboration and document management features
• Experience with SharePoint migrations deployments or large-scale implementations
• Proven ability in incident triage analysis and resolution in production environments

• Degree or diploma in Computer Science IT or related field
• Equivalent professional experience accepted

• Strong communication (technical to non-technical audiences)
• Customer-focused with emphasis on service quality
• Excellent organizational and multitasking abilities
• Ability to work independently and within cross-functional teams

• Timely resolution of incidents and service requests within SLAs
• Accurate and complete ticket documentation
• Ongoing SharePoint administration support
• Support for onboarding migrations and stabilization activities
• Up-to-date documentation and knowledge base content
• Insights on recurring issues and improvement recommendations
• Regular reporting as required