Support Specialist (MS 365)
World Wide Technology
- Location
- India
- Job type
- Full-time
Required skills
- API
- Autopilot
- Azure
- change management
- customer service
- end-to-end
- MFA
- Root Cause Analysis
- technical support
- SharePoint
About the role
World Wide Technology
Website:
wwt.com
Job details:
What you’ll do:
- Resolve Complex Issues: Troubleshoot and resolve complex technical issues across Microsoft 365 environments, working independently as the final escalation point for customer incidents.
- Lead Incident Resolution: Lead end-to-end incident resolution efforts, including performing thorough RCA on major issues and implementing/documenting effective solutions and outcomes.
- Vendor Escalation Management: Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution.
- Microsoft 365 Support: Provide advanced support for Microsoft 365 services (Exchange Online, SharePoint Online, Teams, etc.), diagnosing and resolving service-related issues in customer tenants.
- Assist with the technical implementation and troubleshooting of Intune, Autopilot, MS Defender, and AVD solutions based on client requirements and needs.
- Assist in maintaining the health of client MEM/MDM environments on an on-going basis.
- Responsible for resolving tickets, updating knowledge articles, problem management bringing tickets to full resolution.
- Document, implement and test changes in accordance with Change Management procedures.
- Escalate potential problems and client support issues to management or third-party vendors as per SLA contract.
- Demonstrate excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities.
- Providing insights and recommendations as well as configuration mentorship to clients around MEM/MDM + EMS.
Required Skills-
- Experience: 7+ years of experience in a technical support role focused on Microsoft Azure and Microsoft 365 services (specifically with MS Graph API, Exchange Online, CA policies and MFA, AD / EntraID, Intune).
- Troubleshooting Skills: Strong problem-solving abilities with a proven ability to lead complex troubleshooting efforts, perform thorough Root Cause Analysis (RCA), and clearly document resolution steps.
- Independent Ownership: Self-motivated and able to work independently with minimal supervision, taking ownership of complex issues and driving them to resolution.
- ITIL Knowledge: Familiarity with ITIL best practices (Incident, Problem, Change Management) and experience integrating these processes into day-to-day support operations.
- On-Call Availability: Flexibility to be part of an on-call rotation for after-hours (and occasional weekend) support when required.
- Escalation Handling: Proven experience creating, escalating, and managing support cases with Microsoft to drive complex issues to resolution.
- Microsoft EMS (Enterprise Mobility + Security) experience (must have).
- Experience configuring and managing Windows Autopilot deployments and configuration (must have).
- Experience working with Microsoft Defender in an enterprise IT environment (must have).
- Experience troubleshooting Microsoft Azure Virtual Desktop environments (must have).
- ITIL would be an asset.
- Candidates should be able to start in 60 days or less.
Click on Apply to know more.
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