About this role
We are seeking a dedicated Microsoft 365 Specialist (Level 2) to join the IT support and digital workplace team. This role focuses on providing advanced technical support, optimizing Microsoft 365 services, and driving user adoption across a modern enterprise environment.
You will act as a key escalation point for complex Microsoft 365 issues while also playing a proactive role in improving end-user experience through training, configuration, and continuous service enhancement. The role bridges technical support, user enablement, and digital workplace optimization.
Requirements
Advanced Microsoft 365 Support Resolve escalated Level 2 incidents across Microsoft 365 services, including Microsoft Teams, OneDrive, SharePoint Online, and Exchange Online. Troubleshoot complex technical and functional issues, ensuring timely resolution and minimal business disruption. Collaborate closely with Level 1 support teams to investigate and resolve user-reported problems. Work with infrastructure teams (Network, Windows/Server, Security) to diagnose and resolve cross-domain issues.
User Enablement & Training Deliver tailored training sessions, workshops, and guidance materials to improve Microsoft 365 adoption and productivity. Promote best practices and demonstrate practical use cases of Microsoft 365 tools in daily workflows. Support business users and process owners with training on tools, features, and collaboration methods. Develop user-friendly documentation, guides, and knowledge base content.
Microsoft 365 Configuration & Optimization Configure and optimize Microsoft 365 applications to meet business and team requirements. Support implementation and management of Microsoft Intune for device and application management. Enhance integration and collaboration across Microsoft 365 services to improve user experience. Implement accessibility features and ensure inclusive usage of digital workplace tools.
Continuous Improvement & Analytics Collect and analyze user feedback to identify trends, recurring issues, and improvement opportunities. Contribute to service optimization initiatives and digital workplace improvements. Maintain and update documentation for configurations, known issues, and best practices. Identify opportunities for automation and efficiency improvements using tools such as PowerShell.
Collaboration & Stakeholder Engagement Work closely with IT teams, infrastructure specialists, and business stakeholders to align Microsoft 365 capabilities with organizational needs. Act as a bridge between technical teams and end users, translating requirements into practical solutions. Support governance and compliance initiatives related to Microsoft 365 usage and data management. Promote consistent adoption of digital workplace standards across the organization.
Required Qualifications Minimum of 5 years’ experience in a Microsoft 365-focused support or specialist role. Bachelor’s degree in Computer Science, Information Technology, or equivalent experience. Strong hands-on experience with Microsoft 365 services, including: Microsoft Teams SharePoint Online OneDrive Exchange Online Experience with Microsoft Intune for endpoint and application management. Proficiency in PowerShell scripting for automation and administration tasks. Experience with enterprise environments and IT service management processes.
Preferred Knowledge & Skills Understanding of enterprise data management and data governance principles. Knowledge of UX principles and accessibility standards. Experience supporting digital workplace or collaboration platforms at scale. Familiarity with automation and process optimization within Microsoft 365 environments.
Key Skills & Competencies Strong troubleshooting and problem-solving abilities Excellent communication and user training skills Ability to translate technical concepts into user-friendly guidance Customer-focused and service-oriented mindset Strong analytical thinking and attention to detail Ability to work collaboratively across technical and business teams Proactive approach to continuous improvement and innovation
Languages Fluent English (minimum B2–C1 level)