SharePoint Online Sr Operational Support Analyst
Core
Provide second-level operational support for SharePoint Online and OneDrive, resolving escalated tickets and ensuring stable collaboration services.
Role type
Senior L2 Operational Support Analyst
Builds
Stable, reliable Microsoft 365 collaboration services for employees and business customers
Domain
Enterprise IT Operations / Microsoft 365
Required skills
SharePoint Online administration, OneDrive sync client troubleshooting, PowerShell scripting (PnP, Management Shell), ITSM/ticketing platform management, service health monitoring, root-cause analysis, site collection administration, identity and access management (Azure AD/Entra ID)
Preferred skills
Exchange Online administration, Microsoft Teams administration, ITIL framework experience
Technologies
SharePoint Admin Center, OneDrive sync client, PowerShell, ITSM systems, Microsoft 365 Admin Center, Microsoft 365 service health tools
Responsibilities
Triage and resolve escalated SharePoint Online and OneDrive incidents; perform root-cause analysis and implement fixes; manage site permissions and access requests; monitor service health dashboards; coach L1 support analysts; create and maintain knowledge base articles and runbooks; participate in problem and change management; support on-call coverage.
Seniority
Senior, hands-on IC
