M365 Subject Matter Expert (SME)
- Role
- Support
- Employment
- Contract
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No BS summary
Microsoft 365 Administrator / Tier 2 Technical Support freelancer in Bucharest. Must have native or bilingual English speaking and writing skills and handle M365 support tickets Monday-Sunday.
Core skills
Required skills
Required languages
Freelancer will provide immediate Microsoft 365 Administrator support, providing excellent native or bilingual English speaking/ writing skills. Deliverables will be solutions to IT tickets and are measured on a weekly basis and include taking collaboration tickets [Monday-Sunday].
The freelancer will act as Tier 2 Technical Support to serve as an escalation point utilizing a deeper level of knowledge to resolve customer support requests. This includes: Monitoring tickets in DFM Coordinating escalations in DFM Making assessments on ticket resolution quality Providing and implementing a solution for improvement Additional tasks in support of the project growth may be requested ad hoc, EG: Undergo upskilling to stay current with new releases Onboarding new SMEs Training ambassadors Performing screenings for potential new SMEs according to tech specialty
What you'll do
- Provide immediate Microsoft 365 Administrator support
- Deliver solutions to IT tickets measured on a weekly basis
- Take collaboration tickets Monday-Sunday
- Act as Tier 2 Technical Support and serve as an escalation point
- Resolve customer support requests using deeper technical knowledge
- Monitor tickets in DFM
- Coordinate escalations in DFM
- Make assessments on ticket resolution quality
- Provide and implement a solution for improvement
- Undergo upskilling to stay current with new releases
- Onboard new SMEs
- Train ambassadors
- Perform screenings for potential new SMEs according to tech specialty
What they require
- Native or bilingual English speaking/writing skills
- Deeper level of knowledge to resolve customer support requests
- Strong M365 administration knowledge and hands-on experience
- Advanced knowledge in at least one relevant M365 technology/specialty
- Experience providing Tier 2 technical support and handling escalated customer issues
- Ability to troubleshoot, diagnose and resolve complex technical issues
- Experience working with IT tickets and escalation processes including DFM
- Ability to assess ticket resolution quality and identify areas for improvement
- Ability to devlop and implement technical/process improvments
- Willingness and ability to stay current with M365 updates and new releases
- Experience or aptitude for knowledge sharing and training
- Excellent native or bilingual English + Language supported speaking and writing skills
- Strong written and verbal communication skills
- Ability to clearly explain technical concepts and solutions to different audiences
- Strong collaboration skills when coordinating escalations and working with other support teams
- Ability to act as a technical escalation point and provide expert guidance
- Ability to mentor and train ambassadors or other SMEs
- Ability to participate in technical screenings/interviews and assess candidates according to their technology specialty
- Strong analytical and decision making skills
- Proactive aproach to identitying and implementing improvments
One of Upwork's largest clients, an American multinational technology company, is in search of an M365 Administrator.
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