Job Description

Job Summary

Provide application support (incident, problem, and change management) for Digital Workplace tools such as endpoint management, collaboration platforms (Teams, SharePoint, O365), virtual desktop (VDI/Citrix), and self-service portals Design, build, and maintain automation scripts/workflows (PowerShell, Python, Power Automate, or similar) to reduce manual effort and improve operational efficiency Monitor application health, performance, and availability; proactively identify and resolve issues Collaborate with cross-functional teams (infra, security, service desk) to troubleshoot and resolve incidents within SLA Support patch management, software packaging, and deployment automation Create and maintain technical documentation, runbooks, and knowledge base articles Participate in root cause analysis (RCA) for recurring issues and drive permanent fixes Support ITSM processes (ServiceNow or similar) — incident, problem, change, and request management Identify opportunities for process automation and self-healing solutions

Key Responsibilities

1. Deliver Advanced Technical Support For O365 Administration By Troubleshooting Complex Incidents And Conducting Root Cause Analysis To Implement Effective Solutions For Technical And Security Issues.
2. Collaborate With Support Teams To Resolve Escalated Tickets Within Agreed Slas, Ensuring Seamless Operations And Maintaining A Strong Security Posture.
3. Enhance Knowledge Management By Updating And Managing The Knowledge Base, Providing Training To New Team Members, And Coaching Analysts To Improve Team Performance.
4. Monitor And Improve Customer Satisfaction Metrics Through First Call Resolution Initiatives, Minimizing Case Reopens And Rejected Resolutions While Addressing Potential Security Threats.
5. Adhere To Quality Standards And Regulatory Requirements, Ensuring Compliance With Company Policies And Contributing To Continuous Service Improvement.

Skill Requirements

1. In-Depth Knowledge Of O365 Administration And Its Services.
2. Strong Troubleshooting Skills For Complex Technical Issues In O365 Environments.
3. Proficiency In Conducting Root Cause Analysis And Implementing Effective Solutions.
4. Excellent Communication And Collaboration Skills To Work With Cross-Functional Teams.
5. Solid Understanding Of Security Best Practices Related To O365.

Other Requirements

1. Microsoft Certified: Security, Compliance, And Identity Fundamentals (Optional But Valuable).
2. Microsoft 365 Certified: Enterprise Administrator Expert (Optional But Valuable)