Provide Tier 2/3 support for issues related to Office 365 applications (Teams, Teams Phone, Outlook, OneDrive, SharePoint, etc.)
Respond to phone calls, chat support and service desk tickets to ensure each customer always received outstanding service while addressing and resolving questions
Diagnose and resolve email, authentication, device sync, and collaboration tool problems
Assist with Teams meetings, calling features, and device connectivity issues
Develop technical documentation and instructions for end users
Support mobile and desktop clients, including Windows, macOS, Android, and iOS
Manage users, groups, licensing, and roles within Microsoft 365 Admin Center and Azure AD
Manage Teams telephony
Maintain SharePoint Online site permissions and OneDrive governance
Monitor Microsoft 365 service health and communicate incidents or outages to stakeholders
Perform proactive checks to ensure system performance, capacity, and security
Collaborate with IT teams to escalate or resolve system‑wide issues

Experience providing Tier 2/3 technical support in an enterprise environment, preferably within higher education
Working knowledge of Microsoft 365 Admin Center and Azure Active Directory (user, group, role, and license management)
Proficiency with SharePoint Online permissions, site administration, and OneDrive governance best practices
Experience supporting Teams meetings, telephony, calling features, and related devices
Proficiency supporting Windows and macOS desktops, as well as iOS and Android mobile devices
Experience creating and maintaining clear technical documentation and end-user instructions.
General Equivalency Diploma (GED) or High School (HS)
2+ years of relevant experience; or an equivalent combination of education and experience accepted

IT Support Specialist

Key skills