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.
Job Description Responsibilities: Take new cases and follow up on all active casesCase documentationEnsure escalated cases are getting tractionCheck mailbox to ensure that:Previous cases are not reopen/ reopen if neededEmails send to everyone about community updates and process updatesEmails related to open casesAttend weekly meeting with a Team Lead to reinforce important topics, processes updates and other topicsAttend workshops and Q&A sessions if neededParticipate in PilotsUpdate 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 OnlineExperience on SharePoint OnlineManaging and troubleshooting Skype for Business Online, Teams and OneDriveExperience with DirectSyn (AD Connect) setup and configurationExperience with DNS and how to set upKnowledge on ADFSBasic knowledge on PowerShell(basic commands/scripting)Ability to deploy apps on to Microsoft 365 environmentAbility to build competency in the team to deliver customer requirementsA 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 toolsWindows 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) requiredFor 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 installedMicrophone/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 teamworkCollaborate with subject matter experts and the team to ensure timely and effective case resolutionBe a part of innovation and customer satisfaction to various large organizations