Microsoft Advanced Technical Support Specialist
- 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
- 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
- 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
- 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
- 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)
- 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
- 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
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