Senior M365 Support Analyst Full Time

THIS IS A LONG TERM CONTRACT POSITION WITH ONE OF THE LARGEST GLOBAL TECHNOLOGY LEADERS.

We are hiring a Senior Application Support Analyst to support and maintain enterprise collaboration platforms within the Microsoft 365 ecosystem. This role focuses on ensuring platform stability, resolving user issues, and delivering high-quality support across SharePoint Online and OneDrive for global users.

Required Skills

• Strong hands-on experience with SharePoint Online administration
• Experience supporting OneDrive for Business in enterprise environments
• Good understanding of Microsoft 365 ecosystem and integrations
• Knowledge of permissions models, sharing policies, and governance practices
• Experience with M365 Admin Center and PowerShell
• Strong troubleshooting experience in ticket-based support environments

Good to Have

• Experience with Slack administration
• Exposure to Miro and Airtable
• Knowledge of conference room systems (Microsoft Teams / Zoom)
• Familiarity with Microsoft Copilot troubleshooting

Key Responsibilities

• Provide L2/L3 support for SharePoint Online and OneDrive for Business
• Perform basic administration of Microsoft Teams, Exchange Online, and Slack
• Manage SharePoint sites, site collections, and permission structures
• Handle OneDrive user issues, configurations, and policy enforcement
• Troubleshoot access, permissions, sync, sharing, storage, and performance issues
• Resolve incidents, service requests, and problem tickets within SLA timelines
• Conduct root cause analysis (RCA) and document solutions and knowledge articles
• Support governance and compliance policies within the Microsoft 365 environment
• Train and assist service desk teams to improve First Contact Resolution (FCR)
• Provide basic troubleshooting for Microsoft Copilot (access, prompts, integrations)
• Support collaboration tools and workplace platforms including Slack
• Assist with tools such as Miro, Airtable, and conference room technologies (Teams/Zoom)

Basic Qualifications

• 7–10 years of overall experience in IT
• 5–8 years of relevant experience in Microsoft 365 / SharePoint support roles
• Proven experience in L2/L3 application or platform support environments
• Strong experience working in ticket-driven support models with SLA adherence
• Willingness to work in a 24/7 rotational shift setup
• Ability to support global users across multiple time zones

Soft Skills

• Strong analytical and problem-solving skills
• Clear communication and documentation abilities
• Ability to collaborate effectively with global and cross-functional teams
• High ownership and accountability in support environments

Our client is a Fortune-ranked global technology leader, renowned for innovation and engineering excellence. They foster a culture of collaboration, technical depth, and continuous learning, empowering engineers to build next-generation solutions that impact millions of users worldwide. The organization values integrity, diversity, and curiosity, creating an environment where technology professionals can thrive and innovate freely.