#163 - M365 Administrator - English

As an M365 Administrator with this leading American multinational technology company, your primary responsibilities will revolve around managing IT tickets that come in via phone, email, or chat. You'll be expected to take on new cases, follow up on active ones, document case details, and attend weekly meetings to ensure you're aligned with team processes. Additionally, you'll handle queries related to Microsoft 365 applications, manage configurations like DirectSyn, and ensure escalated cases are progressing efficiently.

To become a successful M365 Administrator at this American multinational technology company, candidates must demonstrate innovation, a solution-oriented mindset, and the ability to follow through until customer concerns are entirely resolved. Experience with Exchange Online, SharePoint Online, and managing Skype for Business Online and Teams is critical. Familiarity with DNS setup, basic PowerShell commands, and a high level of English fluency are also key qualifications to excel in this role.

Feedback for M365 Administrators at this American multinational technology company is structured through weekly meetings with Team Leads and active participation in workshops and Q&A sessions. These interactions ensure that you receive timely insights into your case handling effectiveness and allow you to stay updated on important process changes and team goals, fostering a culture of continuous improvement.

M365 Administrators at this American multinational technology company need a reliable minimum internet connection of 10 Mbps with equal upload and download speeds, though 20 Mbps is recommended for optimal performance. This setup maintains the necessary communication quality for handling IT tickets and collaborating with team members effectively.

In this role as an M365 Administrator, you are expected to work remotely in a secure environment—your computer should not be connected to any other company's domain or managed by remote management tools. You'll also need to ensure you meet specific device specifications to maintain high security and performance standards, allowing you to focus on delivering exceptional support for Microsoft 365 applications.

In your answer, you can highlight specific tasks you have performed using Exchange Online, such as managing mail flow, configuring policies, or handling issues related to email applications. Discussing relevant projects or situations where you've troubleshoot Exchange issues will provide concrete evidence of your expertise.

Explain your organizational skills and how you assess the urgency of tickets, perhaps using prioritization techniques or software tools. Mention examples from your past experience where you effectively handled pressure by managing expectations and ensuring timely resolutions.

Discuss your systematic approach to troubleshooting OneDrive issues, including checking sync status, examining user settings, and determining if the problem is on the user’s end or if it needs escalation. Providing a real-life example can demonstrate your analytical skills.

Share instances where you’ve utilized PowerShell for automation or configuration tasks within Microsoft 365. Providing details about specific scripts or commands used showcases your practical knowledge and proficiency with PowerShell, which is essential for an M365 Administrator.

This is a chance to illustrate your proactive attitude by sharing a specific project or initiative you led or participated in that resulted in improved customer satisfaction or reduced ticket resolution times. Emphasizing outcomes will strengthen your position as a valuable asset to the team.

Talk about your strategies for professional development, such as following Microsoft blogs, participating in webinars, or joining relevant communities. These actions demonstrate your initiative and commitment to staying ahead in this fast-evolving technology landscape.

Showcase your customer service skills by explaining strategies like active listening, empathy, and remaining calm under pressure. Providing an example of a past experience might highlight your effective conflict resolution abilities.

Share specific examples of how you managed users, created channels, or facilitated meetings using Teams and Skype for Business. This will reflect your ability to adapt and manage various collaboration tools effectively.

Indicate your understanding of escalation protocols while providing a detailed instance where escalation was necessary. Discuss your rationale for escalation and how you collaborated with the next tier of support to ensure resolution.

Describe the software or systems you've utilized for tracking and documenting cases, emphasizing the importance of thorough documentation for traceability and efficiency in support services. If applicable, mention any templates or systems you prefer for case tracking.