M365 Support Analyst

M365 Applications Support Description/Job Summary

Tier 2 support for M365 for over 2K users

Contract to Hire opportunity

1 day per week onsite in NYC

The Microsoft 365 Applications Analyst will be responsible for providing second line support, troubleshooting, and administration of Microsoft 365 applications. This role involves collaborating with IT teams, ensuring the efficient operation of 365 applications, and integrations with these apps and associated services within the organization. The Support Analyst will work closely with the Application development team members within the IT Department to fulfil their responsibilities.

Responsibilities/Duties

• Provide best practice guidelines for M365 configuration within a global organization.
• Stay abreast of new releases and features within Microsoft 365.
• Provide timely and effective support to IT teams for Microsoft 365 and other Microsoft applications.
• Troubleshoot and resolve escalated user-reported issues, escalating when necessary
• Manage and prioritize incidents related to Microsoft 365 applications and other Microsoft applications.
• Document incidents, resolutions, and communicate status updates with IT teams
• Collaborate with other IT teams to ensure seamless integration of Microsoft 365 applications and other Microsoft applications.
• Participate in cross-functional projects and ensure best practice is followed when M365 integrations are used.
• Collaborate with development teams to address user-reported issues with customizations
• Assist in the implementation and enforcement of security measures for Microsoft 365 applications and other Microsoft applications.
• Ensure compliance with organizational policies and industry standards
• Maintain accurate and up-to-date documentation of support procedures, configurations, and troubleshooting steps

Contribute to the development of knowledge base articles for common issues

Required Skills

• Basic understanding of Microsoft 365, SharePoint services and functionalities
• Exposure to Microsoft 365 applications, including Teams, OneDrive, and Power Platform
• Experience with basic PowerShell scripting for automation tasks
• Customer-focused with a commitment to delivering high-quality support
• Detail-oriented and able to follow established procedures
• Ability to work collaboratively within a team and learn new technologies quickly
• Proactive approach to identifying and addressing potential issues
• Excellent written, oral communication, and interpersonal skills, and ability to interact diplomatically with all levels of firm personnel

Required Experience

• Basic understanding of Microsoft 365 applications and other Microsoft applications, services and functionalities
• Familiarity with Microsoft 365 administration tasks such as GPO, configuration and security settings.
• Exposure to Microsoft 365 applications, including Teams, OneDrive, and Power Platform
• Experience with basic PowerShell scripting for automation tasks
• Customer-focused with a commitment to delivering high-quality support
• Detail-oriented and able to follow established procedures
• Ability to work collaboratively within a team and learn new technologies quickly
• Proactive approach to identifying and addressing potential issues
• Excellent written, oral communication, and interpersonal skills, and ability to interact diplomatically with all levels of firm personnel

Required Education

• Bachelor's degree in Information Technology, Computer Science, or a related field