Job Description

We are seeking a dedicated and customer-focused individual to join our IT support team as a Microsoft 365 Support L1. The ideal candidate will be responsible for providing first-level technical support for Microsoft 365-related issues, ensuring efficient resolution, and delivering exceptional customer service to our users.

Key Responsibilities:

• Customer Support:

Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.
Provide prompt and accurate feedback to customers.
Maintain a high level of customer satisfaction through professional and courteous communication.

• Technical Support:

Troubleshoot and resolve issues related to Microsoft 365 applications including but not limited to Outlook, Teams, OneDrive, SharePoint, and Office applications.
Assist users with account setup, configuration, and usage issues.
Identify and escalate complex issues to L2/L3 support teams as necessary.
Monitor and manage support tickets in the help desk system, ensuring timely resolution and closure.

• Documentation and Reporting:

Document troubleshooting steps and resolutions in the knowledge base.
Generate and provide regular reports on support activities and issue trends.

• Training and Guidance:

Provide basic training and guidance to end-users on Microsoft 365 features and best practices.
Assist in the creation of user guides and training materials.

• System Maintenance:

Assist with routine maintenance tasks such as user account management, license assignments, and software updates.
Monitor system performance and report any potential issues to the IT team.