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SharePoint Online Support Specialist

Company: Insight Global
Location: Somerville
Posted on: May 2, 2021

Job Description:

We are looking for a technical support specialist who has a background in supporting Office365, specifically Sharepoint Online. This is NOT a developer role. Instead, this person will be taking tickets related to Sharepoint Online, Teams, Drop Box, and Outlook. We are looking to increase the Sharepoint Online knowledge within the team. Reporting to the Manager of Workplace Productivity, Application Specialist will be responsible for providing customer and technical support of workplace productivity tools that are linked to the organization's mission-critical strategy and that support core business processes across all hospitals. The Application Specialist will provide technical support for the entire suite of Workplace Productivity applications, including but not limited to the Office 365 suite - Outlook, Office ProPlus, Exchange Online, Teams, OneDrive, SharePoint Online, Flow, Sway, Yammer, PowerApps, Power BI, etc. In this capacity, they will act as a subject matter expert to drive tier 2/3 support tickets to resolution. They will ensure these resolutions support both technical and business operational requirements, while upholding a standard of customer service excellence. Principal Duties and Responsibilities - Provide end user support of the suite of Office 365 services to ensure optimal functionality; including but not limited to Outlook, Office ProPlus, Exchange Online, Teams, OneDrive, SharePoint Online, Flow, Sway, Yammer, PowerApps, Power BI, etc. - Triage and resolve service specific issues including problems with performance, permissions, breaks in supported workflows and requests for new sites or instances, etc. - Support of email functionality on Outlook 2016, OWA and Mobile devices; including end user support for Outlook functionality such as issues with performance, Out of Office settings, search functionality, mailbox cleanup and data restores - Participate in planning and execution of tasks related to the evaluation of new initiatives (e.g., new services, upgrades to existing services, implementation of third-party solutions, and integration with other enterprise systems). - Work closely with Workplace Productivity leadership, Systems Engineers and Adoption Specialists to ensure optimal configuration of Office 365 services. - Support ServiceNow queues; troubleshoot and resolve user's logged issues within established turnaround time. - Troubleshoot service issues and interruptions with a focus on root cause analysis, prevention of future issues, and knowledge transfer. - Act as the primary technical liaison to internal and Microsoft technical teams when planning and implementing service changes and troubleshooting service issues. - Advise new user of Office 365 policies and use when applicable. Educate and assist all levels of staff - Enforce strict adherence to Office 365 governance - Provide constant knowledge transfer to internal team around issue trends and knowledge gaps. - Provide quality customer service and serve as an exemplary representative of Partners Information Systems through on-going communication, feedback and follow-through with customers/peers are essential. - Perform on-call responsibilities as assigned. Working Conditions - Office environment with local travel to patient care and business areas and on occasion; no patient contact. - As projects and priorities dictate, must be available to work non-standard hours such as evenings, nights, weekends and holidays. Minimum Requirements- 3-5 years of Information Technology work experience with a minimum of 2 of experience providing support of elements of the Office 365 suite, including but not limited to Exchange Online, Outlook, Office ProPlus, Teams, OneDrive, SharePoint Online, Flow, Sway, Yammer, PowerApps, Power BI, etc. - In depth experience supporting SharePoint Online- Experience with Microsoft Windows operating system environment - Good understanding of networking fundamentals - Working knowledge of Active Directory (AD) and multi-forest AD environments. Desired Skills- Good understanding of scripting and leveraging Microsoft PowerShell for Active Directory, SharePoint, and Office 365 management- Microsoft Certifications preferred, but not required- Working knowledge and understanding of Group Policy Objects (GPO). - Experience working in a matrixed enterprise environment requiring extensive cross-team collaboration.

Keywords: Insight Global, Somerville , SharePoint Online Support Specialist, Other , Somerville, Massachusetts

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