Description

Lead a support team focused on application stability, ticket resolution, and technical administration within the Microsoft ecosystem.

Responsibilities

• Monitor daily ticket queues to ensure timely follow-ups and maintain high standards of ticket hygiene.
• Own the escalation process by scoping problems, identifying urgency, and working directly with customers to resolve issues.
• Perform root cause analysis on recurring issues and provide feedback to engineers to prevent future escalations.
• Administer SharePoint environments, including site creation, permission management, URL changes, and file restoration.
• Manage Power BI workspaces, premium capacity ownership, and administrative configuration changes.

Required Skills

• 5+ years of experience in application support or a similar technical role.
• Advanced proficiency in SharePoint administration and site collection management.
• Hands-on experience managing Power BI workspaces and Premium Capacity (P1, P2).
• Technical knowledge of Power Automate/Flow environment management and licensing.
• Proven ability to perform root cause analysis and implement continuous improvement processes.
• Strong troubleshooting skills for machine sync, permission access, and site access issues.
• Effective communication skills for direct customer interaction and escalation management.

Preferred Skills

• Previous experience leading a support team.
• Familiarity with ticketing systems and standard support workflows.
• Certifications related to SharePoint, Power BI, or Power Automate.

Key Skills

Education

Any Graduate