Freelancer will provide immediate Microsoft 365 Administrator support, providing excellent native or bilingual English speaking/ writing skills.

Deliverables will be solutions to IT tickets and are measured on a weekly basis and include taking collaboration tickets [Monday-Sunday].

The freelancer will act as Tier 2 Technical Support to serve as an escalation point utilizing a deeper level of knowledge to resolve customer support requests. This includes:

• Monitoring tickets in DFM

• Coordinating escalations in DFM

• Making assessments on ticket resolution quality

• Providing and implementing a solution for improvement

Additional tasks in support of the project growth may be requested ad hoc, EG:

• Undergo upskilling to stay current with new releases

• Onboarding new SMEs

• Training ambassadors

• Performing screenings for potential new SMEs according to tech specialty