Provide technical support for Microsoft 365 services, managing customer issues, troubleshooting, and ensuring timely resolution according to SLAs.
Roles & Responsibilities
- Providing Microsoft 365 (Microsoft Exchange, Teams, SharePoint) support to business customers of a large global software house.
- Responsible for handling escalation calls and resolving tickets as per SLA.
- Taking ownership of customer issues reported and seeing problems through to resolution.
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Diagnose and troubleshoot technical issues.
- Prioritize and manage several open issues at one time.
Desired Skills - Experienced in Microsoft Process or Microsoft 365 domain.
- Must have excellent written and verbal communication skills.
- Willing to work in shifts (7 PM- 4 AM IST / 1:30 PM - 9:30 PM IST)
- Must have a laptop with Windows 10/11 and fast internet connection with minimum 50 Mbps.
- Excellent problem solving and analytical skills to provide step-by-step technical help, both written and verbal.
Top Skills
Microsoft 365
Microsoft Exchange
Sharepoint
Teams
Windows 10
Windows 11
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What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
