Advanced Technical Assistance Specialist
1 week ago
This role is responsible for providing advanced technical assistance to resolve escalated issues from Level 1 support. The successful candidate will require a strong technical background, excellent problem-solving skills, and a customer-focused approach.
Key Responsibilities:- Provide technical assistance to customers by diagnosing and resolving hardware, software, OS related, M365, and basic network issues.
- Handle escalated tickets from Level 1 support, ensuring prompt and effective resolution.
- Evaluate the severity of issues, prioritize accordingly, and work diligently to find solutions within stipulated timelines.
- Escalate unresolved issues to Level 3 or specialized teams as necessary.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in Microsoft 365 administration or similar roles.
- Strong knowledge of Microsoft Office 365 applications and services.
- Expertise in managing Exchange Online, SharePoint Online, and Microsoft Teams.
- Experience with Active Directory (AD), Group Policy Management, and Azure AD.
- MCSE: Productivity Certification.
- ITIL v3 Foundation Certification or equivalent knowledge of IT service management.
- Experience with Azure Rights Management and mobile device management (MDM).
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