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 Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
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- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
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