Providing Microsoft 365 (Microsoft Exchange, Teams, SharePoint) support to business customers of a large global software house.
Responsible for handling escalation calls and resolving tickets as per SLA.
Taking ownership of customer issues reported and seeing problems through to resolution.
Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Diagnose and troubleshoot technical issues.
Prioritize and manage several open issues at one time.

Experienced in Microsoft Process or Microsoft 365 domain.
Must have excellent written and verbal communication skills.
Willing to work in shifts (24*7)
Must have a laptop with Windows 10/11 and fast internet connection with minimum 50 Mbps, TPM 2.0, 16 GB RAM.
Excellent problem solving and analytical skills to provide step-by-step technical help, both written and verbal.

Technical Support Specialist – SMB

Key skills