Job DescriptionIn this role, you will:Use the troubleshooting knowledge and tools required to fix customer issues.Approach customers to gain insight on their business needs to help them start using all workloads and products acquired, with the ultimate goal of increasing workload usage and the number of licenses and workloads consumed by the Small Business.Provide step-by-step guidance and assistance to customers to achieve their goals using Microsoft 365 subscriptions and workloads, helping in designing and architecting Microsoft 365 workload solutions while resolving their technical support requests.Provide technical support to customers via phone, email, or chat, and resolve technical issues related to Microsoft 365 products and services.Identify and troubleshoot connectivity problems, application errors, and security concerns related to Microsoft 365.Educate customers on the use of Microsoft 365 products and services, and provide guidance on best practices for improving productivity and collaboration.Help customers evaluate the potential benefits of a permanent subscription by providing personalized recommendations based on their business needs and use cases.Advise customers on the different subscription plans and features available, helping them to choose the plan that best meets their needs and budget.Guide customers through the process of upgrading from a trial subscription to a permanent subscription, including providing step-by-step instructions and troubleshooting any technical issues that may arise.Keep up-to-date with the latest updates and enhancements to Microsoft 365, communicating these changes to customers as appropriate.Document technical issues and solutions in a knowledge base for future reference.Collaborate with other technical support engineers and cross-functional teams to resolve complex technical issues.QualificationsTo be successful in this role, you need:At least 2 years of experience in one or more of the following areas:Microsoft 365 administrationMicrosoft 365 consultancyMicrosoft 365 deploymentMicrosoft 365 migrationMicrosoft 365 technical supportSolid general understanding of Microsoft 365 workloads and specialized knowledge (deep dive) in at least one of the following workloads:Microsoft Exchange OnlineMicrosoft SharePoint OnlineMicrosoft TeamsMicrosoft OfficeMicrosoft One Drive For BusinessMicrosoft Identity Management SolutionsPlease note that you will be required to complete a recurring Identity Verification check (IDV) and to be considered, you agree to meet the device and tool requirements listed below:A computer that is not joined to another company's domain and not managed by any remote management – inventory systems or tools.Preferred:Dedicated laptop or PC for this project with no additional work or personal software installedOR have a PC with DUAL boot, where in boot1 you can have a personal and work partition and in boot2 you can have an environment dedicated to the projectOR have an additional USER profile dedicated only for this project, with no other software runningWindows 10 Pro (latest updates installed)Minimum of 8 GB RAM (16 GB recommended)Core i3 processor (i5 recommended)Minimum of 256GB Hard disk (256 SSD recommended)Ethernet connection requiredFor security requirements, freelancers will not connect to the provided systems and tools using WiFi or any public networks.A minimum of 25 Mbps download speed & 10 Mbps upload speedNo 3rd-party antivirus software installedMedia devices that are Teams compliantMicrophone/headset with background noise canceling (not a phone headset)Webcam, preferably compatible with Windows Hello TechnologyThere is a background check required for this contract, as permitted under applicable law. You understand and agree that the failure to pass this background check will be considered a material breach of the contract terms, and your contract will be ended immediately.The program you will join fosters community, social good, diversity, and inclusion.Additional InformationDifferent shiftsRemote workJoin a Multinational technology companyAll your information will be kept confidential according to EEO guidelines.
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