Windows Client Office-File Shares L2 &L3

About The Job:

• Responsible for supporting, administering, and optimizing Microsoft Teams, Teams Enterprise Voice (EV), SharePoint Online, and Microsoft 365 collaboration platforms.
• Ensures operational excellence, security compliance, user satisfaction, and continuous improvement across enterprise collaboration and file-sharing environments.
• Works closely with business users, support teams, and stakeholders to deliver reliable and secure collaboration services.

1.) Requirement L2:

Essential Job Functions - L2:

• Provide advanced technical support for Microsoft Teams and Microsoft Teams EV.
• Perform root cause analysis and implement solutions for complex incidents.
• Collaborate with cross-functional teams to resolve technical and security issues.
• Ensure compliance with quality standards, security requirements, and company policies.
• Maintain and update knowledge base documentation.
• Support onboarding and training of new team members.
• Coach analysts and contribute to continuous service improvement initiatives.
• Resolve complex support tickets within agreed SLAs.
• Maintain operational continuity across Microsoft Teams and SharePoint Online environments.
• Drive customer satisfaction by improving first-call resolution rates.
• Reduce ticket reopens, rejected resolutions, and service disruptions.
• Proactively identify and mitigate collaboration platform security risks.

Qualifications - L2:

• Advanced proficiency in Microsoft Teams and Microsoft Teams EV.
• Strong understanding of SharePoint Online administration.
• Knowledge of Microsoft Viva solutions.
• Strong troubleshooting and root cause analysis skills.
• Familiarity with Incident Management and Escalation processes.
• Strong communication and customer service skills.
• Experience supporting Microsoft 365 collaboration technologies.

Preferred Certifications - L2:

• Microsoft Certified: Teams Administrator Associate.
• Microsoft 365 Certified: Security Administrator Associate.

2.) Requirement L3:

Essential Job Functions - L3:

• Oversee end-to-end operations management for Microsoft Teams, Teams EV, and SharePoint Online.
• Ensure seamless service delivery and compliance with client SLAs.
• Monitor system health and troubleshoot high-complexity incidents.
• Implement permanent solutions and operational enhancements.
• Lead process optimization initiatives using automation, analytics, and reporting.
• Drive continuous improvement and operational efficiency across collaboration platforms.
• Mentor support teams on advanced configuration, migration, and integration activities.
• Provide expert guidance on Microsoft Teams and SharePoint Online technologies.
• Engage directly with clients to analyze requirements and manage escalations.
• Design and deliver customized collaboration solutions.
• Develop operational reporting frameworks and dashboards using Microsoft 365 analytics tools.
• Support business decision-making through actionable insights and metrics.
• Introduce emerging technologies and innovative collaboration practices.
• Enhance productivity and user experience through continuous modernization initiatives.
• Ensure compliance with security, governance, privacy, and regulatory requirements.

Qualifications - L3:

• Excellent knowledge of SharePoint Online administration and management.
• Expertise in SharePoint permissions management and governance.
• Experience with workflow automation and Microsoft 365 collaboration solutions.
• Strong understanding of Microsoft 365 Security, Compliance, and Analytics tools.
• Experience leading operational improvement initiatives using automation and reporting solutions.
• Strong stakeholder management and client engagement skills.
• Ability to gather requirements, manage escalations, and deliver business-focused solutions.
• Proven experience mentoring and leading support teams.
• Strong knowledge of Microsoft Teams, Teams EV, SharePoint Online, and Microsoft 365 ecosystems.
• Excellent analytical, troubleshooting, and problem-solving skills.

Preferred Certifications - L3:

• Microsoft 365 Certified: Teams Administrator Associate.
• Microsoft Certified: SharePoint Administrator Associate.