M365 L1 Service Support Resource
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Key skills for this role
About the Role
The employer is seeking an M365 L1 Service Support Resource to provide onsite Microsoft 365 end-user support in Abu Dhabi. The role involves troubleshooting M365 issues, configuring devices, and supporting executives.
Key Skills for This Role
Responsibilities
- Provide first level onsite support for Microsoft 365 users
- Deliver professional face to face technical support for employees and executive stakeholders
- Troubleshoot and resolve Microsoft 365 issues including Outlook, Teams, OneDrive, SharePoint, and Office applications
- Configure and support user accounts, devices, and Microsoft 365 applications
- Perform installation, configuration, and troubleshooting of desktops, laptops, peripherals, and collaboration tools
- Diagnose hardware, software, network connectivity, and authentication issues
- Escalate complex incidents to L2/L3 support teams while ensuring complete documentation
- Maintain accurate incident, service request, and asset records within the ITSM platform
- Follow SLA targets and ensure timely resolution of incidents and service requests
- Support meeting rooms and collaboration technologies when required
- Provide excellent customer service while managing multiple support requests
- Assist with onboarding, offboarding, and user provisioning activities
Requirements
- Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field
- 2–5 years of experience in IT Service Desk, Desktop Support, or Microsoft 365 End User Support
- Hands on experience supporting Microsoft 365 applications in an enterprise environment
- Strong troubleshooting skills for Windows operating systems and Microsoft Office
- Experience supporting Microsoft Outlook, Teams, OneDrive, and SharePoint
- Familiarity with Active Directory and Microsoft Entra ID (Azure AD) user administration
- Experience with ticketing/ITSM systems such as ServiceNow, BMC, or Jira Service Management
- Strong communication and interpersonal skills
- Ability to provide professional face to face support for executives and business users
- Ability to work independently with minimal supervision
- Willingness to work full time onsite in Abu Dhabi
Full Job Posting
Role Overview
- We are seeking an experienced M365 L1 Service Support Resource to provide onsite Microsoft 365 end user support.
- This role is ideal for a customer focused IT professional with excellent face to face support experience.
- The successful candidate will work independently in a dynamic enterprise environment, delivering first line support for Microsoft 365 services.
Key Responsibilities
- Provide first level onsite support for Microsoft 365 users.
- Deliver professional face to face technical support for employees and executive stakeholders.
- Troubleshoot and resolve Microsoft 365 issues including Outlook, Teams, OneDrive, SharePoint, and Office applications.
- Configure and support user accounts, devices, and Microsoft 365 applications.
- Perform installation, configuration, and troubleshooting of desktops, laptops, peripherals, and collaboration tools.
- Diagnose hardware, software, network connectivity, and authentication issues.
- Escalate complex incidents to L2/L3 support teams while ensuring complete documentation.
- Maintain accurate incident, service request, and asset records within the ITSM platform.
- Follow SLA targets and ensure timely resolution of incidents and service requests.
- Support meeting rooms and collaboration technologies when required.
- Provide excellent customer service while managing multiple support requests.
- Assist with onboarding, offboarding, and user provisioning activities.
Required Qualifications
- Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.
- 2–5 years of experience in IT Service Desk, Desktop Support, or Microsoft 365 End User Support.
- Hands on experience supporting Microsoft 365 applications in an enterprise environment.
- Strong troubleshooting skills for Windows operating systems and Microsoft Office.
- Experience supporting Microsoft Outlook, Teams, OneDrive, and SharePoint.
- Familiarity with Active Directory and Microsoft Entra ID (Azure AD) user administration.
- Experience with ticketing/ITSM systems such as ServiceNow, BMC, or Jira Service Management.
- Strong communication and interpersonal skills.
- Ability to provide professional face to face support for executives and business users.
- Ability to work independently with minimal supervision.
- Willingness to work full time onsite in Abu Dhabi.
Preferred Qualifications
- Microsoft 365 Fundamentals (MS 900) certification.
- Microsoft Modern Desktop Administrator or equivalent certifications.
- ITIL Foundation certification.
- Experience supporting VIP or Executive users.
- Experience in enterprise or telecommunications environments.
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