CARE

Compensation

Full Description

Work Location : Remote LocationType of Post : Not ApplicableOther Possible Location : Funding : APPROVEDExpected Travel : Not ApplicableType of Contract : Language Requirement : EnglishApplication Deadline : Employee Duration : Full-Time • Starting salaries are based on various factors, including candidate experience, education, knowledge, skills, and the cost of labor where the job is based. Salaries listed only apply to jobs based in the US. Who We Are As a global leader, CARE is shaping the future of the humanitarian and development sector. Each year, we deliver support and services to millions of people globally. We do this by focusing on our mission and vision, and the values of equality and excellence that guide our organization. We seek dedicated individuals who align with our mission and are passionate about making it a reality by collaborating with others, embracing learning and innovation, and delivering results. What We Are Looking For At CARE, we value diversely talented people who can bring different experiences and perspectives to our organization. We know that not all applicants will have every skill and qualification. We encourage everyone who meets the minimum required qualifications to apply. Having one or more of the preferred qualifications will strengthen an application. But, even if you are earlier in your career or followed a non-traditional educational or professional path, we hope you will consider a career at CARE. Job Title: M365 SharePoint Support Specialist Job Location(s): Remote Location Job Summary The M365 SharePoint Support Specialist will be the first line support person for SharePoint, Teams, and Guest User Management. They will provide troubleshooting, guidance, and customer service support on common permissions, document management, and collaboration challenges. In order to be able to deliver effective support to the target user group, this position must be able to provide general Tier 1 and 2 support across the tools in Microsoft 365, focused primarily on SharePoint document storage, but also how the tools within Microsoft 365 are integrated. This role will also participate in SharePoint migration, PowerApps, and other develop projects as a means to increasing skills and knowledge of the Microsoft 365 environment. The ability to maintain a positive, friendly, helpful, and proactive attitude are critical, as well as a desire to provide the best and easiest experience possible for end users. Support will occur primarily virtually to staff around the globe, requiring some work outside of regular business hours. Summary Of Responsibilities • Employ customer-service oriented techniques to determine and resolve problems, and respond competently with the appropriate sense of urgency to customer requests. • Assist in managing daily operations of the digital help desk by quickly resolving Tier 1 and Tier 2 support tickets on SharePoint, Teams, and Guest User Management. • Develop weekly “What is new in M365” News Alerts for IT staff. • Create and maintain documentation, troubleshooting tips, FAQs, and resolutions to common issues for the service desk. • Define and classify level, priority and nature of problem, request and/or issue. If unable to diagnose a problem, escalate problem to the appropriate team. • Responsible for opening, tracking, and closing troubleshooting tickets while ensuring project ownership and customer satisfaction. • Assist other teams where Microsoft 365 activities are required; such as migration projects, file re-organization projects, PowerApps development projects, etc. • Maintain and grow knowledge of relevant technologies, products, services, and best practices to provide technically accurate, appropriate, and creative service solutions for end clients. Responsibilities Customer Service • Interact directly with end users and/or technical Points of Contact to resolve SharePoint Online issues, Respond and follow up on technical help tickets submitted via phone, email, and our online ticketing system • Monitor and resolve technical incidents submitted to a ticketing platform, Jira. • Provide expert-level technical support, covering Tier 1 to Tier 2 problems on SharePoint, Teams, Guest User Management, and others. • Utilize past experience and overall product expertise to preempt issues by identifying and mitigating potential problems and conflicts when supporting users or as part of the management team. • Help users learn and use available self-service (Tier 0) resources, to aid in ticket deflection and increased user self-reliance and empowerment • Gather as much information as possible and is relevant to the issue/request from the user in order to identify the problem and solve effectively (or escalate as needed) Reporting and Documentation • Identify common problems, questions and challenges, developing a response strategy to reduce the pain-point and improve user experience • Regularly evaluate support requests, and identify any areas where education, documentation, or communication can be used to reduce the need to engage support, or improve the support process • Create weekly “What is new in M365” News Alerts for IT staff. • Deliver one-to-one or one-to-few training sessions for end-users • Develop documentation and training materials to support end-users, including training videos. Department Projects • Assist other teams where Microsoft 365 activities are required; such as migration projects, file re-organization projects, PowerApps development projects, etc. • Maintains awareness of the current industry technologies and trends, and, where appropriate, drives adoption and leads implementation of new/upgraded system Required Qualifications • High school and 5 years of experience • 2 years of experience on helpdesk • 2 years of experience supporting Microsoft 365, focusing on SharePoint, Teams, and Guest User Management in Azure. • 2+ years of supporting users with SharePoint Online • 2+ year of supporting users with navigating SharePoint Online, Teams, Entra. • Deep knowledge of SharePoint Online and its use as a document management system, including SharePoint Information Architecture. • Deep knowledge of Microsoft 365 and the relationships between the tools in it. • Ability to problem solve, including finding solutions to previously unsolved problems. • Able to gather user requirements and translate into technical solutions • Ability to convey proposed solutions and complex information clearly and accurately to stakeholders and non-technical users • Good written and verbal English communication skills • Demonstrated ability to collaborate well with others across countries, cultures and languages and develop and maintain positive working relationships • Strong desire to succeed and do whatever is necessary to meet deadlines and client commitments • Comfort working in a fast-paced, deadline-driven environment • Excellent independent, decision-making capabilities and a solution-orientated attitude • Exceptional customer service and interpersonal skills • Affinity with CARE’s mission and values Preferred Qualifications • 2 years experience with ShareGate • Migration project experience There are individuals who may use CARE’s name and trademark in emails and on websites in an attempt to solicit fees from interested job-seekers. Some examples of these fees are placement fees or immigration processing fees. CARE does not use recruiting or placement agencies that charge candidates an up-front fee of any kind. Occasionally, CARE does employ recruiting or placement agencies to help us identify candidates for specific employment within CARE. If you’re contacted by a legitimate recruiting or placement agency, there should be no charge to you. If you suspect that you have been a victim of fraud from someone purporting to be CARE, please contact us at legal@care.org. Please do not email legal@care.org to apply for this position. Instead, click "apply now" below in order to submit your interest. CARE is an Equal Opportunity employer. We provide equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, sex, religion, ancestry, national origin, age, disability, marital status, or veteran status, or any other characteristics protected under applicable law. Starting salaries are based on internal equity, candidate experience, and the cost of labor where the job is based. Salaries listed only apply to jobs based in the US.