Job Opportunities API

Freelancer will provide immediate Microsoft 365 Administrator support, providing excellent native or bilingual English speaking/ writing skills. Deliverables will be solutions to IT tickets and are measured on a weekly basis and include taking collaboration tickets [Monday-Sunday]. The freelancer will act as Tier 2 Technical Support to serve as an escalation point utilizing a deeper level of knowledge to resolve customer support requests. This includes: • Monitoring tickets in DFM • Coordinating escalations in DFM • Making assessments on ticket resolution quality • Providing and implementing a solution for improvement Additional tasks in support of the project growth may be requested ad hoc, EG: • Undergo upskilling to stay current with new releases • Onboarding new SMEs • Training ambassadors • Performing screenings for potential new SMEs according to tech specialty • Strong M365 administration knowledge and hands-on experience • Advanced knowledge in at least one relevant M365 technology/specialty • Experience providing Tier 2 technical support and handling escalated customer issues • Ability to troubleshoot, diagnose and resolve complex technical issues • Experience working with IT tickets and escalation processes including DFM • ability to assess ticket resolution quality an d identify areas for improvement • Ability to devlop and implement technical/process improvments • Willingness and ability to stay current with M365 updates and new releases • Experience or aptitude for knowledge sharing and training • Excellent native or bilingual English + Language supported speaking and writing skills • Strong written and verbal communication skills • Ability to clearly explain technical concepts and solutions to different audiences • Strong collaboration skills when coordinating escalations and working with other support teams • Ability to act as a technical escalation point and provide expert guidance • Ability to mentor and train ambassadors or other SMEs • Ability to participate in technical screenings/interviews and assess candidates according to their technology specialty • Strong analytical and decision making skills • Proactive aproach to identitying and implementing improvments