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Remote M365 Administrator- 281

Overview

One of Upwork's largest clients, an American multinational technology company, is in search of an M365 Administrator. In this role, you will be required to handle tickets that come in through phone, emails and chat. The IT ticket needs will vary depending upon the request; they typically include questions surrounding the admin’s knowledge of the M365 web application, registering and buying domains, downloading and installing Office, and using the M365 feature set.

Responsibilities

Take new cases and follow up on all active cases

Case documentation

Ensure escalated cases are getting traction

Check mailbox to ensure that:

Previous cases are not reopen/ reopen if needed

Emails send to everyone about community updates and process updates

Emails related to open cases

Attend weekly meeting with a Team Lead to reinforce important topics, processes updates and other topics

Attend workshops and Q&A sessions if needed

Participate in Pilots

Update all trackers requested by the Team Leads

Qualifications

Requirements:

Must be highly innovative, solution-oriented and can follow through with the customers until their concerns are resolved.

Experience on Exchange Online

Experience on SharePoint Online

Managing and troubleshooting Skype for Business Online, Teams and OneDrive

Experience with DirectSyn (AD Connect) setup and configuration

Experience with DNS and how to set up

Knowledge on ADFS

Basic knowledge on PowerShell(basic commands/scripting)

Ability to deploy apps on to Microsoft 365 environment

Ability to build competency in the team to deliver customer requirements

A high level of English fluency and professionalism

Device Specifications:

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

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)

LAN (local access network) required

For security requirements, freelancers will not connect to the provided systems and tools using WiFi.

A minimum of 10 Mbps Internet connection with equal download & upload speed (20 Mbps is recommended)

No 3rd-party antivirus software installed

Microphone/headset with background noise canceling (not a phone headset)

Webcam, preferably compatible with Windows Hello Technology

Due to lower volume of support tickets during the summer season, the client will begin with on-demand fixed price contracts. These contracts will not have a fixed scheduled but you will need to be available to take on-demand tickets during the following times:

9 PM- 5 AM UTC - DE shift OR

5 AM- 1 PM UTC- AF shift OR

1 PM- 9 PM UTC- BC Shift

Typically the client will provide 3-4 days notice when they expect to have ticket volumes available. In the event of unexpected support opportunities, they may only be able to provide 1 hour notice. Here’s some more information you need to know about the on-demand fixed contract:

Payment will be provided on a weekly basis for all completed tickets

Payment will be based on a tiered structure dependent on the quality of service provided, which is measured by the Support Satisfaction score.

BenefitsWork with a multinational technology company Join an incredible team that nurtures your strengths and creativity. Long term opportunity. Flexible shifts. Work from home/anywhere.

Job Type
Full Time
Salary
N/A
Experience
N/A
Posted
60 days ago

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