Technical Support Engineer (M365 Support)

Upwork is the world's largest marketplace and we support businesses connecting them with Independent talent from all across the globe.

One of our clients; an American multinational technology company, is in search of an M365 Technical Advisor to work Weekend shifts from Saturday to Wednesday from 9 PM- 5 AM UTC

In this role, you’ll provide technical solutions to customers who are in the (paid) Microsoft Business Assist support program and additionally provide technical advice to the same customers and help them get the most out of their Microsoft 365 subscriptions. 

In this role, you will:

• Use the troubleshooting knowledge and tools required to fix customer issue
• Approach the customer to get insight on the customer business needs in order to help customers start using all workloads and products acquired with the ultimate goal of increasing workload usage and to increasing the number of licenses and workloads consumed by the Small Business.
• Provide step by step guidance and assistance to these customers to achieve their goals using Microsoft 365 subscriptions and workloads. That would be to help design and architect Microsoft 365 workload solutions to the customer on top of 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 to 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, and help 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, and communicate 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.

To be successful in this role, you need:
At least 2 years of experience in one or more of the following areas :

• Microsoft 365 administration, 
• Microsoft 365 consultancy, 
• Microsoft 365 deployment
• Microsoft 365 migration
• Microsoft 365 technical support

Solid general understanding of Microsoft 365 workloads and additionally be specialized (deep dive) in at least one of the following workloads :

• Microsoft Exchange Online
• Microsoft SharePoint Online
• Microsoft Teams
• Microsoft Office
• Microsoft One Drive For Business
• Microsoft Identity Management Solutions

Please note that you willl be required to complete a recurring Identity Verification check (IDV) and the to be considered, you agree to meet the device and tool requirements listed below. 

Computer that is not joined to another company’s domain, neither managed by any remote management – inventory systems or tools. 

• Preferred: Dedicated laptop or PC for this project with no additional work or personal software  installed
• OR have a PC with DUAL boot, where in boot1 you can have personal and work partition and in boot2 you can have an environment dedicated to the project
• OR have an additional USER profile dedicated only for this project, with no other software running
• Windows 10 Pro (latest updates installed)
• Minimum of 8 GB Ram (16 is recommended)
• Core i3 processor (i5 is recommended)
• Minimum of 256GB Hard disk (256 SSD is recommended)
• Ethernet connection required
• For security requirements, freelancers will not connect to the provided systems and tools using WiFi neither using any public networks.
• A minimum of 25 Mbps download speed & 10 Mbps upload speed
• No 3rd-party antivirus software installed
• Media devices that are Teams compliant
• Microphone/headset with background noise canceling (not a phone headset)
• Webcam, preferably compatible with Windows Hello Technology
• There 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. 

• Different shifts
• Remote work
• Join a Multinational technology company

All your information will be kept confidential according to EEO guidelines.