About this role

The 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 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].

Source listing: smartrecruiters_liftedanupworkcompany