Job Description

Company Description

One of Upwork's largest clients, an American multinational technology company, is in search of an M365 Administrator . In this role, you will be required to handle tickets that come in through phone, emails and chat. The IT ticket needs will vary depending upon the request; they typically include questions surrounding the admin's knowledge of the M365 web application, registering and buying domains, downloading and installing Office, and using the M365 feature set.

Responsibilities:

• Take new cases and follow up on all active cases
• Case documentation
• Ensure escalated cases are getting traction
• Check mailbox to ensure that:
+ Previous cases are not reopen/ reopen if needed
+ Emails send to everyone about community updates and process updates
+ Emails related to open cases
• Attend weekly meeting with a Team Lead to reinforce important topics, processes updates and other topics
• Attend workshops and Q&A sessions if needed
• Participate in Pilots
• Update all trackers requested by the Team Leads



Qualifications Requirements:

• Must be highly innovative, solution-oriented and can follow through with the customers until their concerns are resolved.
• Experience on Exchange Online
• Experience on SharePoint Online
• Managing and troubleshooting Skype for Business Online, Teams and OneDrive
• Experience with DirectSyn (AD Connect) setup and configuration
• Experience with DNS and how to set up
• Knowledge on ADFS
• Basic knowledge on PowerShell(basic commands/scripting)
• Ability to deploy apps on to Microsoft 365 environment
• Ability to build competency in the team to deliver customer requirements
• A high level of English fluency and professionalism



Device Specifications:

• Computer that is not joined to another company's domain, neither managed by any remote management - inventory systems or tools
• Windows 10 Pro (latest updates installed)
• Minimum of 8 GB Ram (16 is recommended)
• Core i3 processor (i5 is recommended)
• Minimum of 256GB Hard disk (256 SSD is recommended)
• LAN (local access network) required
• For security requirements, freelancers will not connect to the provided systems and tools using WiFi.
• A minimum of 10 Mbps Internet connection with equal download & upload speed (20 Mbps is recommended)
• No 3rd-party antivirus software installed
• Microphone/headset with background noise canceling (not a phone headset)
• Webcam, preferably compatible with Windows Hello Technology



Additional Information

• All your information will be kept confidential according to EEO guidelines.
• The hired candidates will be paid on a fixed pay, for tickets assigned/solved. Please submit a proposal with your desired budget, what your experience is with Microsoft 365 and its applications, along with any other information you'd like us to review in your proposal.

Why Choose Us?

• We value diligence and teamwork
• Collaborate with subject matter experts and the team to ensure timely and effective case resolution
• Be a part of innovation and customer satisfaction to various large organizations