MS - IT Infra/Cloud - Senior Associate(Sr.Analyst) - Sr. M365 Admin - operate

Job Description – Digital Workplace Administrators - Collaboration 

Job Title:   Senior Associate 
Experience : 6+ Yrs. 

Job Summary:   

We are seeking a highly skilled Subject Matter Expert (SME) with deep expertise in collaboration platforms, client sync applications, and scheduling tools predominantly within the Microsoft 365 ecosystem as well as non-Microsoft collaboration and communication tools. The ideal candidate will be responsible for handling L3 escalations, complex troubleshooting, and providing expert-level support to ensure high availability and seamless user experience across multiple collaboration platforms. 

Key Responsibilities:   

• Lead Tier 2 escalations and provide advanced troubleshooting for the Microsoft 365 suite, including Outlook, Teams, OneDrive sync, Planner, Loop, Bookings, and other collaboration tools. 

• Deliver in-depth support for Box Endpoint Client sync issues, ensuring data integrity and performance across user endpoints. 

• Support Zoom Outlook plug-in and scheduling features, resolving integration and usability challenges. 

• Provide expert support and troubleshooting for non-Microsoft collaboration tools such as Miro, Lucidchart, Adobe Creative Suite, and Adobe Acrobat. 

• Manage and troubleshoot SnapComms Ticker notifications utilized for clinical outages and urgent messaging, ensuring timely and reliable communication. 

• Support Cloud Drive Mapper solutions related to OneDrive, including permissions, sync conflicts, and mapping issues. 

• Collaborate closely with end-users, vendors, and cross-functional IT teams to resolve issues efficiently and minimize downtime. 

• Develop, maintain, and update comprehensive technical documentation, knowledge base articles, and training content. 

• Mentor and guide junior support staff to strengthen team expertise and capabilities. 

Technical Responsibilities: 

• Minimum of 6 years’ experience in IT support, specializing in collaboration and sync applications. 

• Proven expertise in Microsoft 365 applications with capabilities to resolve complex L3 escalations (Outlook, Teams, OneDrive, Planner, Loop, Bookings). 

• Hands-on experience supporting Box endpoint clients and resolving sync challenges. 

• Strong understanding of Zoom Outlook plug-in configuration and troubleshooting. 

• Experience supporting and troubleshooting collaboration tools outside the Microsoft ecosystem including Miro, Lucidchart, Adobe Creative Suite, and Acrobat. 

• Familiarity with SnapComms or equivalent urgent messaging platforms. 

• Knowledge of Cloud Drive Mapper and cloud storage integrations preferred. 

• Excellent analytical, problem-solving, and communication skills to liaise effectively across teams and end-users. 

• Experience in creating clear, user-oriented technical documentation and training materials. 

• Relevant certifications in Microsoft 365, collaboration tools, or IT service management (e.g. ITIL) are advantageous. 

• Ability to work in a dynamic, fast-paced support environment and handle multiple escalations. 

Professional Experience: 

• End to end incident, problem management with RCA  

• Be On-Call for critical issues 

• Review and recommend improvements within existing technical environment 

• Strong ITIL Process knowledge 

• Strong analytical, troubleshooting and problem-solving skills 

Education Qualification: 

• Higher Level Qualification in a technical subject is desirable 

• Any Microsoft Certification 

Additional Information: 

• Strong written and Oral communication skills. 

• Should be open to work in shifts. 

• Should be operating from the office (5 days)