Freelancer will provide immediate Microsoft 365 Administrator support, providing excellent native or bilingual English speaking/ writing skills.
Deliverables will be solutions to IT tickets and are measured on a weekly basis and include taking collaboration tickets [Monday-Sunday].
Job DescriptionThe freelancer will act as Tier 2 Technical Support to serve as an escalation point utilizing a deeper level of knowledge to resolve customer support requests. This includes:
Monitoring tickets in DFM
Coordinating escalations in DFM
Making assessments on ticket resolution quality
Providing and implementing a solution for improvement
Additional tasks in support of the project growth may be requested ad hoc, EG:
Undergo upskilling to stay current with new releases
Onboarding new SMEs
Training ambassadors
Performing screenings for potential new SMEs according to tech specialty
Skills Required
- Microsoft 365 administration experience
- Experience acting as Tier 2 technical support or escalation point
- Experience monitoring and coordinating tickets in DFM (or similar ticketing system)
- Native or bilingual English speaking and writing skills
- Ability to assess ticket resolution quality and implement solutions for improvement
- Availability to take collaboration tickets across the week (Monday-Sunday)
- Willingness to undergo upskilling to stay current with new releases
- Experience onboarding and training new SMEs or ambassadors
- Performing screenings for potential new SMEs according to tech specialty
What We Do
Lifted, an Upwork Company, is a B2B SaaS platform that helps enterprise organizations source, contract, manage, and pay contingent talent globally and compliantly. It supports multiple engagement models, including independent contractors, staff augmentation, and employer-of-record, while integrating with MSPs and VMSs to provide centralized visibility, spend control, and audit-ready compliance, delivering a white-labeled talent experience for hiring managers and contingent workforce programs.
