O365 Administration

Job Description:
As an O365 Administrator, you will be responsible for providing collaborative day-to-day Level I/II support for business applications and end-user hardware and software. The IT Operations team offers global support, including the response and resolution of Incidents, Problems, and Requests via phone, ITSM portal, and email. This role requires a clear communicator, a highly motivated individual, and someone with a strong track record of teamwork, execution, and customer service.

About You:
• Strong customer-service, problem-solving, and leadership skills.
• Excellent written and verbal communication, interpersonal, and presentation skills.
• Comfortable using a webcam in video calls.
• Ability to work collaboratively in a geographically distributed team environment.
• Able to effectively prioritize work under pressure in a highly dynamic work environment.
• Proactive in facilitating communications.
• Strong desire to learn new technologies, techniques, and tools.

Role Responsibilities:
• Collaborate with IT Operations team peers to provide best-in-class customer service and support to internal customers for Level I/II incidents, problems, and requests.
• Participate in team standup meetings.
• Respond to requests for technical assistance in person, via chat/email.
• Diagnose and resolve advanced software/application issues related to O365.
• Provide strong interpersonal and customer relations skills.
• Communicate proficiently in written and verbal forms.
• Utilize IT Service Management tools (e.g., Jira).
• Demonstrate advanced knowledge of Microsoft Office, Microsoft Windows operating systems, and O365.
• Advise users on appropriate actions.
• Manage personal and team ticket queues.
• Identify and prioritize situations requiring urgent attention.
• Document processes and update the knowledge base.
• Handle problem recognition, research, isolation, resolution, and follow-up for routine users.
• Analyze and evaluate incident reports.
• Exhibit patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.
• Be an effective team player with a focus on Continuous Improvements.
Qualifications:
• Experience with O365 Administration, including troubleshooting application usage issues with OneDrive, MS Teams, and other standard applications.
• Knowledge and experience with Active Directory and Azure Active Directory.
• Basic knowledge and experience with Intune and Azure.
• Excellent communication and customer service skills to support global customers.
• Experience with VPN is mandatory.
• Set up and administration of new hires and onboarding processes, including new system deployments and new user account creations for respective applications.
• Strong technical aptitude, ability, and troubleshooting skills to solve hardware, operating system, and application-related issues.
• Administration of end users and devices via MS Intune and MS AutoPilot.
• Experience with Windows 10, Mac OS, and VDI is required.
• Basic networking experience is required.
• Looking for immediate joiners only.

Key Skills:
• O365
• Active Directory
• Azure Active Directory
• Intune