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 (M365)
- Tier 2 technical support or escalation experience
- Monitor and manage tickets in DFM ticketing system
- Coordinate escalations and assess ticket resolution quality
- Provide and implement solutions for ticketed issues
- Native or bilingual English speaking and writing skills
- Availability to handle collaboration tickets Monday through Sunday
- Willingness to upskill and stay current with new releases
- Ability to onboard and train new SMEs and ambassadors
- Perform screenings for potential new SMEs by technical specialty
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