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

Back To Jobs