SharePoint Online& One Drive Support SME

The Support Engineer SE is a critical role in the resolution of complex support incidents related to supporting customer use of the Microsoft 365 platform

A Support Engineer is knowledgeable in Microsoft 365 services technologies offerings and

the platform The successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues directly supports customers through telephone and email escalates issues quickly when deep specific skills or other capabilities are required ability to use knowledge of the Microsoft 365 architecture and offerings to providezustomer resolution and proactive customer recommendations has excellent communication skills and is fluent in English writes excellent case documentation and is able to handle challenging and politically sensitive customer situations

Qualifications

SOFT SKILLS

Effective polished interaction with customer to gather information quickly explain

customer responsibilities in resolving issue communicate next steps and status and inspire confidence

Handle challenging and politically sensitive customer situations including the appropriate use of all available resources communicate effectively with Support teams on complex issues

Demonstrable troubleshooting skills

Cross team collaboration

Logical and critical thinking

Passion for technology and customer support

EXPERIENCE

At least 2 to 3 years of Technical Support experience including experience in a

customer facing or customer technical support role

EDUCATION CERTIFICATION

SharePoint Online One Drive for Business

Should have strong knowledge on SharePoint Online environment

Should know the difference types of Sites used in SharePoint Online

Must have knowledge on SharePoint Online and OneDrive for Business Limitations and Knowns issues

Hands on experience on Metadata crawled properties managed properties Content Types Workflows User Profiles and SharePoint Online Search

Must be aware of latest and deprecated features in Sharepoint online

Should have basic knowledge on DirSync Azure ADSync or Azure ADConnect

Must know how Point in time restore works in SharePoint Online

Good Knowledge on retention policy DLP and Ediscovery hold

Need knowledge on OneDrive for Business sync issues

Should have understanding about office 365 groups and Permissions in SharePoint Online

Office 365 Licensing

Should have basic knowledge on Fiddler Search Query tools and SharePoint Designer

Skills

Mandatory Skills : Windows Server,M365 Suites of Products,SharePoint - Power Apps,SharePoint Online,SharePoint OnPremise.