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
- Strong M365 administration knowledge and hands-on experience
- Advanced knowledge in at least one relevant M365 technology/specialty
- Experience providing Tier 2 technical support and handling escalated customer issues
- Ability to troubleshoot, diagnose and resolve complex technical issues
- Experience working with IT tickets and escalation processes including DFM
- ability to assess ticket resolution quality an d identify areas for improvement
- Ability to devlop and implement technical/process improvments
- Willingness and ability to stay current with M365 updates and new releases
- Experience or aptitude for knowledge sharing and training
- Excellent native or bilingual English + Language supported speaking and writing skills
- Strong written and verbal communication skills
- Ability to clearly explain technical concepts and solutions to different audiences
- Strong collaboration skills when coordinating escalations and working with other support teams
- Ability to act as a technical escalation point and provide expert guidance
- Ability to mentor and train ambassadors or other SMEs
- Ability to participate in technical screenings/interviews and assess candidates according to their technology specialty
- Strong analytical and decision making skills
- Proactive aproach to identitying and implementing improvments
Skills Required
- Strong Microsoft 365 administration knowledge and hands-on experience
- Advanced knowledge in at least one relevant M365 technology or specialty
- Experience providing Tier 2 technical support and handling escalated customer issues
- Ability to troubleshoot, diagnose, and resolve complex technical issues
- Experience working with IT tickets and escalation processes including DFM
- Ability to assess ticket resolution quality and identify areas for improvement
- Ability to develop and implement technical and process improvements
- Willingness and ability to stay current with M365 updates and new releases
- Experience or aptitude for knowledge sharing, onboarding, and training
- Native or bilingual English speaking and writing skills
- Strong written and verbal communication and collaboration skills
- Ability to act as technical escalation point, mentor SMEs, and participate in technical screenings
- Strong analytical and decision-making skills; proactive approach to identifying improvements
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.
