Administrator - MS Teams, Microsoft Teams Voice, Sharepoint Online

Job Summary

The MS Teams Support Administrator plays a crucial role in ensuring effective support and operations management for Microsoft Teams and associated platforms. This position is responsible for independently resolving support tickets, providing on-call assistance, and conducting root cause analysis to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Provide Expert Support For Microsoft Teams And Microsoft Teams Ev By Independently Resolving Support Tickets Within The Agreed Sla, Ensuring High-Quality Outcomes That Meet Regulatory Requirements And Company Policies.
2. Conduct Thorough Root Cause Analysis For Escalated Issues In Microsoft Teams, Collaborating With Cross-Functional Teams To Develop And Implement Effective Solutions.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base To Improve Support Processes And User Documentation.
4. Facilitate Training Sessions For New Team Members And Coach Analysts On Best Practices In Microsoft Teams Support And Operations.
5. Ensure A Positive Customer Experience By Achieving High First Call Resolution Rates, Minimizing Rejected Resolutions And Reopen Cases, And Actively Seeking Feedback To Improve Service Quality.

Skill Requirements

1. Proficiency In Microsoft Teams And Microsoft Teams Ev, With A Solid Understanding Of Support Operations.
2. Strong Analytical Skills For Conducting Root Cause Analysis And Troubleshooting Issues Effectively.
3. Familiarity With Sharepoint Online And Ms Viva To Enhance Support Capabilities.
4. Excellent Communication Skills To Provide Clear And Effective Support And Training.

Other Requirements

1. Microsoft Certified: Teams Administrator Associate (Optional But Valuable).
2. Microsoft Certified: Security, Compliance, And Identity Fundamentals (Optional But Valuable)