Role Profile: Microsoft 365 2nd Line Support Analyst

We are looking for a reliable, hands-on and service-oriented professional to provide second-line support for our M365 platforms. This role focuses on SharePoint Online, Microsoft Teams, OneDrive, Power Platform (Power Apps, Power Automate & Power Pages), and related services within the M365 suite. This role ensures platform stability, user satisfaction, and operational continuity. You will handle escalated issues, perform root cause analysis, and support configuration, access management, and incident resolution. In addition to resolving end-user issues, this role includes basic solution development, customization, and troubleshooting to support business process improvements and user enablement.

Your Responsibilities

• Handle escalated support tickets for SharePoint, Teams, OneDrive and Power Platform.
• Perform root cause analysis and resolve technical issues.
• Manage user access, permissions, sync errors, file recovery, and configuration settings.
• Troubleshoot and update existing Power Platform solutions. Design or modify Flows for approval, notifications, and simple automation.
• Build and configure lists/libraries, use JSON formatting for views, and apply Power Automate workflows.
• Support operational monitoring, reporting, and incident management.
• Contribute to platform enhancements and automation projects by supporting development efforts.
• Create and maintain knowledge base articles and support runbooks. Document customizations, automation, and issue resolutions for internal use.
• Stay current on Microsoft 365 developments and recommend enhancements.

Your Skills and Experience

• Strong hands-on experience with SharePoint Online and Microsoft Teams administration (Minimum 5 years of experience)
• Expertise in Microsoft 365 admin tools and PowerShell for basic admin tasks (Minimum 3 years of experience)
• Solid understanding of Microsoft 365 governance, compliance, and security features.
• Experience with Power Platform troubleshooting and support especially in Power Automate and Power Apps
• Familiarity with collaboration platform integration and user support.
• Strong troubleshooting and analytical skills with the ability to work independently on service tickets.
• Proficiency in Incident Management processes (preferably using JIRA), along with a structured, independent, and reliable work approach.
• Excellent communication skills, capable of working with both technical and non-technical stakeholders.
• Fluent in English.

Nice to Have

• Experience with AvePoint Cloud Governance.
• Basic knowledge of Azure Cloud (serverless services like Azure Functions and Key Vault).
• Microsoft certifications (e.g., MS-900, PL-900 and MS-700: Managing Microsoft Teams).
• Familiarity with scripting (PowerShell, APIs).
• Experience working in mid-sized or international companies.