M365 SharePoint Support Specialist
CARE · Washington DC-Baltimore Area
- Hybrid
- Full-time
- $70,000 / year
- Washington DC-Baltimore Area
Job highlights
- Provide M365 support for SharePoint, Teams, Guest User Management.
- Deliver Tier 1 and Tier 2 troubleshooting and guidance.
- Participate in migration and development projects.
- Develop documentation and training materials for users.
- Support global staff with Microsoft 365 challenges.
About the role
M365 SharePoint Support Specialist
CARE is a global leader in the humanitarian and development sector, dedicated to delivering support and services to millions of people worldwide. We are driven by our mission, vision, and core values of equality and excellence. We are seeking passionate and dedicated individuals who align with our mission and are eager to make a difference.
Job Summary
The M365 SharePoint Support Specialist will serve as the primary point of contact for SharePoint, Teams, and Guest User Management. This role involves providing troubleshooting, guidance, and customer service for common issues related to permissions, document management, and collaboration challenges within the Microsoft 365 environment. The specialist will offer general Tier 1 and Tier 2 support, with a primary focus on SharePoint document storage and its integration with other Microsoft 365 tools.
This position also offers the opportunity to participate in SharePoint migration, PowerApps, and other development projects to enhance skills and knowledge of the Microsoft 365 ecosystem. A positive, friendly, helpful, and proactive attitude is essential, as is a commitment to providing an optimal user experience. Support will be delivered primarily virtually to staff globally, which may require some work outside of regular business hours.
Summary Of Responsibilities
- Employ customer-service oriented techniques to determine and resolve problems, and respond competently with the appropriate sense of urgency to customer requests.
- Assist in managing daily operations of the digital help desk by quickly resolving Tier 1 and Tier 2 support tickets on SharePoint, Teams, and Guest User Management.
- Develop weekly “What is new in M365” News Alerts for IT staff.
- Create and maintain documentation, troubleshooting tips, FAQs, and resolutions to common issues for the service desk.
- Define and classify level, priority, and nature of problems, requests, and/or issues. Escalate problems to the appropriate team if unable to diagnose.
- Responsible for opening, tracking, and closing troubleshooting tickets, ensuring project ownership and customer satisfaction.
- Assist other teams with Microsoft 365 activities, such as migration projects, file re-organization projects, and PowerApps development projects.
- Maintain and grow knowledge of relevant technologies, products, services, and best practices to provide technically accurate, appropriate, and creative service solutions for end clients.
Responsibilities
Customer Service
- Interact directly with end users and/or technical Points of Contact to resolve SharePoint Online issues.
- Respond and follow up on technical help tickets submitted via phone, email, and our online ticketing system.
- Monitor and resolve technical incidents submitted to a ticketing platform, Jira.
- Provide expert-level technical support, covering Tier 1 to Tier 2 problems on SharePoint, Teams, Guest User Management, and others.
- Utilize past experience and overall product expertise to preempt issues by identifying and mitigating potential problems and conflicts.
- Help users learn and use available self-service (Tier 0) resources to aid in ticket deflection and increase user self-reliance.
- Gather relevant information about the issue/request from the user to identify and solve the problem effectively (or escalate as needed).
Reporting and Documentation
- Identify common problems, questions, and challenges, developing a response strategy to reduce pain points and improve user experience.
- Regularly evaluate support requests and identify areas where education, documentation, or communication can reduce support needs or improve the support process.
- Create weekly “What is new in M365” News Alerts for IT staff.
- Deliver one-to-one or one-to-few training sessions for end-users.
- Develop documentation and training materials to support end-users, including training videos.
Department Projects
- Assist other teams with Microsoft 365 activities, such as migration projects, file re-organization projects, and PowerApps development projects.
- Maintain awareness of current industry technologies and trends, and where appropriate, drive adoption and lead implementation of new/upgraded systems.
Required Qualifications
- High school diploma and 5 years of experience.
- 2 years of experience in a helpdesk role.
- 2 years of experience supporting Microsoft 365, focusing on SharePoint, Teams, and Guest User Management in Azure.
- 2+ years of supporting users with SharePoint Online.
- 2+ years of supporting users with navigating SharePoint Online, Teams, and Entra.
- Deep knowledge of SharePoint Online and its use as a document management system, including SharePoint Information Architecture.
- Deep knowledge of Microsoft 365 and the relationships between its tools.
- Ability to problem-solve, including finding solutions to previously unsolved problems.
- Able to gather user requirements and translate them into technical solutions.
- Ability to convey proposed solutions and complex information clearly and accurately to stakeholders and non-technical users.
- Good written and verbal English communication skills.
- Demonstrated ability to collaborate well with others across countries, cultures, and languages, and develop positive working relationships.
- Strong desire to succeed and commitment to meeting deadlines and client commitments.
- Comfort working in a fast-paced, deadline-driven environment.
- Excellent independent decision-making capabilities and a solution-oriented attitude.
- Exceptional customer service and interpersonal skills.
- Affinity with CARE’s mission and values.
Preferred Qualifications
- 2 years of experience with ShareGate.
- Migration project experience.
Key skills/competency
- M365 SharePoint Support Specialist
- Microsoft 365
- SharePoint Online
- Teams
- Guest User Management
- Azure Entra
- Helpdesk Support
- Tier 1 Support
- Tier 2 Support
- Customer Service
Skills & topics
- M365
- SharePoint
- Support Specialist
- Microsoft 365
- Helpdesk
- Tier 1 Support
- Tier 2 Support
- SharePoint Online
- Teams
- Guest User Management
- IT Support
- Remote Job
- Humanitarian Sector
- Customer Service
- Troubleshooting
- Azure
- Entra
- Documentation
- Project Assistance
- Full-Time
How to get hired
- Tailor your resume: Highlight M365, SharePoint, Teams, and helpdesk experience relevant to CARE's mission.
- Showcase collaboration: Emphasize your ability to work with diverse global teams.
- Address preferred qualifications: Mention ShareGate or migration project experience if applicable.
- Demonstrate passion: Express your affinity for CARE's humanitarian mission and values.
- Prepare for interviews: Be ready to discuss problem-solving, customer service, and M365 knowledge.
Technical preparation
Master SharePoint Online features and architecture.,Understand M365 integrations and tool relationships.,Practice troubleshooting common Teams and SharePoint issues.,Familiarize with Azure Entra for user management.
Behavioral questions
Describe a complex user issue you resolved.,How do you handle urgent support requests?,How do you stay updated on M365 changes?,Share an example of collaborating across teams.
Frequently asked questions
- What are the primary responsibilities of an M365 SharePoint Support Specialist at CARE?
- The M365 SharePoint Support Specialist at CARE is responsible for providing first-line support for SharePoint, Teams, and Guest User Management. This includes troubleshooting common issues, offering guidance on permissions and document management, and managing support tickets. You will also contribute to creating documentation and participating in M365-related projects.
- What technical skills are essential for the M365 SharePoint Support Specialist role at CARE?
- Essential technical skills include deep knowledge of SharePoint Online as a document management system, Microsoft 365 environment, and the relationships between its tools. Experience with Teams, Azure Entra (Guest User Management), and Tier 1/Tier 2 helpdesk support are crucial. Familiarity with troubleshooting and problem-solving within these platforms is also required.
- Is this a remote position, and what are the work hours for the M365 SharePoint Support Specialist?
- Yes, this M365 SharePoint Support Specialist position is fully remote. Support will be provided to staff globally, which may require flexibility to work outside of regular business hours at times to accommodate different time zones.
- What kind of customer service skills are expected for this role at CARE?
- Exceptional customer service and interpersonal skills are vital. You should maintain a positive, friendly, and helpful attitude, employing customer-service oriented techniques to resolve issues effectively. The goal is to provide the best and easiest experience possible for end-users, empowering them with self-service resources when appropriate.
- Does CARE have specific values or a mission that applicants should be aware of for the M365 SharePoint Support Specialist role?
- Absolutely. CARE is a global leader in humanitarian and development work, driven by a mission, vision, and values of equality and excellence. Candidates for the M365 SharePoint Support Specialist role should demonstrate an affinity for CARE's mission and values, showing a commitment to making a positive impact.
- Are there opportunities for professional development in the M365 SharePoint Support Specialist role?
- Yes, the role encourages continuous learning. You will have opportunities to maintain and grow your knowledge of relevant technologies, products, and best practices. Furthermore, participation in SharePoint migration and PowerApps development projects will help expand your skills within the Microsoft 365 environment.
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