Description

You will manage Microsoft 365 environments and resolve complex technical escalations.

Responsibilities

• Resolve high-level escalation tickets to ensure client satisfaction.
• Provide permanent fixes for ongoing technical issues in coordination with the Service Delivery Team.
• Generate analytical ticket reports focusing on SLA and FCR metrics.
• Act as a technical advisor to the support team on complex infrastructure issues.
• Manage regular engagement with vendor teams to resolve escalations.

Required Skills

• 7+ years of IT experience or a Bachelor's degree in Computer Science or a technical field.
• Experience with end-user technology architectures including cloud, security, network, and devices.
• Knowledge of ITIL standards for infrastructure management.
• Strong analytical and systematic problem-solving skills.
• Ability to communicate technical ideas clearly to non-technical audiences.
• US Citizenship required.
• Proven ability to work independently and as part of a collaborative team.
• Experience managing SLA and FCR metrics.

Preferred Skills

• ITIL V4 Foundation certification.
• Microsoft Certified: Messaging Administrator Associate (MS-203).
• Microsoft Exchange Server 2016 Designing and Deploying certification (Exam 70-345).

Key Skills

Education

Any graduate