Microsoft Advanced Technical Support Specialist

Microsoft Advanced Technical Support Specialist

Position Overview

We are seeking a Microsoft Advanced Technical Support Specialist to provide expert-level technical assistance and problem resolution for complex Microsoft technologies, serving as an escalation point for challenging issues and delivering exceptional support to end users and IT teams.

Key Responsibilities

Advanced Technical Support

• Provide tier 2/3 support for complex Microsoft technology issues across Windows, Office 365, Azure, and enterprise applications
• Troubleshoot advanced system problems including performance issues, connectivity problems, and software conflicts

• Analyze system logs, event viewers, and diagnostic data to identify root causes

• Perform remote and on-site technical support using various tools and methodologies

Escalation Management

• Serve as primary escalation point for helpdesk and junior support staff

• Coordinate with Microsoft support and vendor resources for critical issues

• Manage high-priority incidents and ensure timely resolution within SLA requirements

• Document complex problem resolution procedures and create knowledge base articles

System Analysis & Optimization

• Conduct system health assessments and performance tuning recommendations

• Analyze user workflows and identify opportunities for productivity improvements

• Perform software compatibility testing and deployment support

• Assist with system migrations, upgrades, and technology implementations

User Enablement & Training

• Provide advanced user training on Microsoft applications and features

• Create technical documentation, user guides, and video tutorials

• Conduct workshops and training sessions for power users and administrators

• Mentor junior support staff and share technical expertise

Required Qualifications

Technical Skills

• 5+ years experience in advanced technical support for Microsoft technologies

• Expert knowledge of Windows 10/11, Office 365, Teams, SharePoint, and Exchange

• Strong troubleshooting skills with system diagnostics and performance analysis tools

• Proficiency in PowerShell scripting and command-line utilities

• Experience with Active Directory, Group Policy, and network troubleshooting

• Knowledge of virtualization technologies and cloud services (Azure, Microsoft 365)

Support Skills

• Proven ability to resolve complex technical issues independently

• Experience with remote support tools and ticketing systems

• Strong analytical and problem-solving methodologies

• Excellent communication skills for both technical and non-technical audiences

Preferred Qualifications

• Bachelor's degree in IT, Computer Science, or related technical field

• Microsoft certifications (Modern Desktop Administrator, Microsoft 365 Certified Administrator)

• ITIL certification or IT service management experience

• Experience with enterprise deployment tools (SCCM, Intune)

• Background in cybersecurity and compliance frameworks