Service Desk Subject Matter Expert– Microsoft 365

This Service Desk Subject Matter Expert – Microsoft 365 role provides technical expertise and support to Service Desk agents and end-users. The SME focuses on troubleshooting complex issues, driving knowledge improvement, and acting as an escalation point. They also contribute to training, documentation, and process enhancements to enhance customer experience and operational excellence.

Requirements

• English – Spanish proficiency at B2+ level or higher.
• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• MS 365 Fundamentals Certification (desirable).
• Minimum 2 years in Service Desk or IT support, with at least 1 year focused on Microsoft 365 support.
• Hands-on experience with Microsoft 365 Admin Center, Teams administration, and Exchange Online troubleshooting.
• Experience with Azure Active Directory (user management, MFA, security groups).
• Strong troubleshooting skills across Microsoft 365 apps including Outlook, Teams, OneDrive, and SharePoint.
• Familiarity with Intune and endpoint management within Microsoft 365.
• Understanding of ITIL processes (Incident, Request, Problem, Knowledge Management).

Benefits

• Competitive salary
• Opportunities for professional development