M365 Subject Matter Expert (SME)
- Role
- Support
- Employment
- Contract
Open to PH only. Set where you work from to check your eligibility.
No BS summary
Microsoft 365 Administrator/Tier 2 support freelancer in Manila with native or bilingual English speaking and writing skills. Must handle collaboration tickets Monday–Sunday and resolve customer support escalations.
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
All your information will be kept confidential according to EEO guidelines.
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 a deeper level of 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
- Resolve customer support requests using deeper technical knowledge
What they require
- Excellent native or bilingual English speaking/ writing skills
- Deeper level of knowledge to resolve customer support requests
- Native or bilingual English speaking/writing skills
- 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 develop and implement technical/process improvements
- 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 approach to identifying and implementing improvements
One of Upwork's largest clients, an American multinational technology company, is in search of an M365 Administrator.
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