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Microsoft 365 Support Analyst (Remote)
For further inquiries regarding the following opportunity, please contact one of our Talent Specialist, Abdul at 224 507-1295 or Tenishbabu at 224 507-1292
Title: Microsoft 365 Support Analyst (Remote)
Location: Remote
Duration: 6 Months
Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered.
Job Description:
Position Summary
The Service Delivery & Collaboration Support Analyst provides front-line support for the Enterprise Management Systems team and serves as a key resource for internal customers across the organization. This role is responsible for triaging and managing incoming support requests, delivering end-user training, and performing routine administration tasks for collaboration platforms such as Microsoft Teams and SharePoint.
The ideal candidate is customer-focused, highly organized, proactive, and eager to learn. They possess a strong service mindset, take ownership of issues from start to finish, and consistently look for ways to improve the user experience.
Key Responsibilities
- Monitor, triage, and manage incoming requests within the team ticket queue.
- Serve as the first point of contact for users seeking assistance with collaboration and productivity tools.
- Create, configure, and maintain Microsoft Teams, SharePoint sites, and other standard collaboration solutions.
- Fulfill routine service requests and complete low-complexity administrative tasks according to established procedures.
- Deliver end-user training, documentation, job aids, and knowledge-sharing sessions.
- Provide timely and professional customer support while maintaining high levels of customer satisfaction.
- Escalate complex issues to technical specialists as needed and track requests through resolution.
- Assist with user adoption initiatives and promote best practices for Microsoft 365 collaboration tools.
- Identify opportunities for process improvement and contribute to continuous service enhancement efforts.
- Maintain accurate documentation and ensure adherence to governance and operational standards.
Required
- Strong customer service and communication skills.
- Ability to manage multiple requests and priorities in a fast-paced environment.
- Experience using Microsoft Teams, SharePoint Online, and Microsoft 365 applications.
- Strong problem-solving, organizational, and follow-up skills.
- Ability to work independently while collaborating effectively with team members.
- Positive attitude with a willingness to learn and take initiative.
- Experience working with service management or ticketing systems.
- Experience delivering end-user training or creating instructional materials.
- Knowledge of Microsoft 365 administration and collaboration technologies.
- Experience supporting enterprise business users.
- Customer-first mindset.
- "Go get 'em" attitude with a strong sense of ownership and accountability.
- Self-starter who proactively seeks solutions and follows through on commitments.
- Team player who enjoys helping others succeed.
- Comfortable learning new technologies and processes quickly.
- Strong attention to detail and commitment to quality service.
