M365 Ambassador - English

One of Upwork's largest clients, an American multinational technology company, is in search of an M365 Administrator. In this role, you will be required to handle tickets that come in through phone, emails and chat. The IT ticket needs will vary depending upon the request; they typically include questions surrounding the admin’s knowledge of the M365 web application, registering and buying domains, downloading and installing Office, and using the M365 feature set.

Responsibilities:

• Take new cases and follow up on all active cases

• Case documentation

• Ensure escalated cases are getting traction

• Check mailbox to ensure that:

  • Previous cases are not reopen/ reopen if needed

  • Emails sent to everyone about community updates and process updates

  • Emails related to open cases

• Attend weekly meeting with a Team Lead to reinforce important topics, processes updates and other topics

• Attend workshops and Q&A sessions if needed

• Participate in Pilots

• Update all trackers requested by the Team Leads

Requirements:

• Must be highly innovative, solution-oriented and can follow through with the customers until their concerns are resolved.

• Experience on Exchange Online

• Experience on SharePoint Online

• Managing and troubleshooting Skype for Business Online, Teams and OneDrive

• Experience with DirectSyn (AD Connect) setup and configuration

• Experience with DNS and how to set up

• Knowledge on ADFS

• Basic knowledge on PowerShell(basic commands/scripting)

• Ability to deploy apps on to Microsoft 365 environment

• Ability to build competency in the team to deliver customer requirements

• A high level of English fluency and professionalism

Freelancer Hardware and Network Requirements

The Freelancer will provide their own tools at their own expense, including necessary hardware and software, and further agrees that the freelancer’s tools will meet the following device and tool requirements. Accepting this agreement without meeting these requirements will be considered a material breach and possible grounds for terminating the agreement:

Device and Tool Requirements

• A laptop/PC with DUAL boot:

  • Boot 1: Personal and work partition.

  • Boot 2: Environment dedicated to the project.

• Operating System: Windows 11 Pro compatible (latest updates installed and activated with a genuine product key).

• Memory: Minimum of 16GB RAM

• Processor: At least Intel 8th generation (Coffee Lake / Newer) or equivalent in AMD.

• Module: Trusted Platform Module (TPM) 2.0 version is required.

• Storage: Minimum of 160GB SSD with 64 GB free space for the partition.

• Network: LAN (local access network) required. Freelancers will not connect to the provided systems and tools using WiFi.

• Internet Speed: Minimum of 50 Mbps upload/download speed.

• Antivirus: No 3rd-party antivirus software installed. Only Microsoft Defender is allowed with the latest update.

• Webcam: Required and must be Microsoft Teams compatible with at least 720p resolution.

• Microphone and Headset: Required and must be USB type 3.0, Microsoft Teams compliant, with background noise cancellation.

• Monitor: Strongly suggest and prefer that freelancers use dual monitors. At least one monitor is required to have at least 1368x720 or higher resolution.

All your information will be kept confidential according to EEO guidelines.