Job Summary

As an O365 Administrator in the Support & Operations team, you will play a crucial role in ensuring seamless operations and customer satisfaction. This position requires you to independently resolve technical issues, provide on-call support, and conduct root cause analysis, all while adhering to quality standards and company policies. Your expertise will significantly contribute to enhancing the customer experience through efficient ticket resolution and proactive support activities.

Key Responsibilities

1. Provide On-Call Support For Escalated Issues By Performing Root Cause Analysis Using O365 Administration Tools, Ensuring Timely And Effective Resolution Of Incidents.
2. Independently Resolve Support Tickets Within Agreed Sla Parameters By Leveraging O365 Administration Knowledge, Maintaining High Standards Of Service Delivery.
3. Adhere To Quality Standards And Regulatory Requirements While Managing Support Activities, Ensuring Compliance With Company Policies In All Operations.
4. Enhance The Knowledge Base By Documenting Solutions And Updating Relevant Articles, Facilitating Knowledge Sharing Within The Support Team.
5. Train And Coach New Analysts On O365 Administration Best Practices And Support Processes, Fostering A Collaborative And Knowledgeable Team Environment.
6. Focus On Achieving Positive Customer Experience And High Csat By Aiming For First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases.

Skill Requirements

1. Proficiency In O365 Administration And Support Processes
2. Strong Problem-Solving And Analytical Skills
3. Familiarity With Ticketing Systems And Sla Management
4. Excellent Communication And Customer Service Skills
5. Basic Knowledge Of Regulatory Compliance And Quality Standards

Other Requirements

1. Microsoft 365 Certified: Modern Desktop Administrator Associate (Optional But Valuable)
2. Microsoft Certified: Security, Compliance, And Identity Fundamentals (Optional But Valuable