M365 Subject Matter Expert (SME)

The freelancer will act as Tier 2 Technical Support to serve as an escalation point utilizing a deeper level of knowledge to resolve customer support requests. This includes:

• Monitoring tickets in DFM
• Coordinating escalations in DFM
• Making assessments on ticket resolution quality
• Providing and implementing a solution for improvement

Additional tasks in support of the project growth may be requested ad hoc, EG

• Undergo upskilling to stay current with new releases
• Onboarding new SMEs
• Training ambassadors
• Performing screenings for potential new SMEs according to tech specialty
• Strong M365 administration knowledge and hands-on experience
• Advanced knowledge in at least one relevant M365 technology/specialty
• Experience providing Tier 2 technical support and handling escalated customer issues
• Ability to troubleshoot, diagnose and resolve complex technical issues
• Experience working with IT tickets and escalation processes including DFM
• ability to assess ticket resolution quality an d identify areas for improvement
• Ability to devlop and implement technical/process improvments
• Willingness and ability to stay current with M365 updates and new releases
• Experience or aptitude for knowledge sharing and training
• Excellent native or bilingual English + Language supported speaking and writing skills
• Strong written and verbal communication skills
• Ability to clearly explain technical concepts and solutions to different audiences
• Strong collaboration skills when coordinating escalations and working with other support teams
• Ability to act as a technical escalation point and provide expert guidance
• Ability to mentor and train ambassadors or other SMEs
• Ability to participate in technical screenings/interviews and assess candidates according to their technology specialty
• Strong analytical and decision making skills
• Proactive aproach to identitying and implementing improvments