SharePoint Online Sr Operational Support Analyst

Position Overview:
 

We are seeking a detail-oriented SharePoint Online and OneDrive L2 Operational Support Analyst to join our Enterprise Collaboration Operations team. In this role, you will provide second-level operational support for SharePoint Online and OneDrive, resolving tickets escalated from the L1 support team and ensuring stable, reliable collaboration services for employees and business customers. This role is ideal for a developing professional who has a solid technical foundation in Microsoft 365 collaboration tools, is growing their operational expertise, and consistently applies support standards and best practices to resolve issues of moderate to high complexity.
 

As an L2 Operational Support Analyst, you will work closely with the L1 support team, peers, engineering teams, and internal customers, receiving general guidance while exercising increasing independence in triage, root-cause analysis, and resolution of SharePoint Online and OneDrive incidents and service requests.

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  Serve as the primary L2 point of escalation for SharePoint Online and OneDrive tickets that cannot be resolved by the L1 support team

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  Triage, investigate, and troubleshoot incidents and service requests related to SharePoint Online sites, lists, libraries, permissions, and OneDrive sync, storage, and sharing issues

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  Perform root-cause analysis on recurring or complex issues and implement or recommend permanent fixes

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  Diagnose and resolve OneDrive sync client issues, file corruption, quota/storage limits, and known folder move (KFM) problems

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  Manage SharePoint Online site permissions, access requests, sharing settings, and site collection administration using the SharePoint Admin Center and PowerShell

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  Monitor service health dashboards and proactively identify, log, and respond to service degradations or outages affecting SharePoint Online and OneDrive

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  Escalate unresolved or complex issues to L3/engineering teams or Microsoft support, providing clear documentation of troubleshooting steps already taken

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  Ensure tickets are updated, tracked, and resolved within defined SLA and OLA targets using the ticketing/ITSM system

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  Create, maintain, and improve knowledge base articles, runbooks, and standard operating procedures to enable faster L1 resolution and reduce ticket volume

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  Coach and provide technical guidance to L1 support analysts to build their troubleshooting capability

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  Communicate clearly and professionally with end users and stakeholders, providing timely status updates and setting appropriate expectations

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  Participate in problem management, change management, and post-incident reviews for SharePoint Online and OneDrive services

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  Identify patterns in recurring tickets and recommend automation, configuration changes, or preventive measures to reduce ticket volume

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  Support on-call or shift-based coverage as required to maintain service availability

• 4–8 years of relevant experience in SharePoint Online and OneDrive operational or technical support

• Strong analytical and troubleshooting skills, with a proven ability to follow structured incident management and support processes

• Practical hands-on experience administering SharePoint Online (sites, lists, libraries, permissions, site collections) via the SharePoint Admin Center

• Solid working knowledge of OneDrive for Business administration, including sync client troubleshooting, sharing/permissions, storage quotas, and known folder move

• Proficiency in PowerShell scripting for administrative and troubleshooting tasks, including PnP PowerShell and SharePoint Online Management Shell

• Experience working within an ITSM/ticketing platform (e.g., Wolken or similar), including SLA management and escalation workflows

• Experience with Microsoft 365 admin center and Microsoft 365 service health tools for monitoring and diagnostics

• Familiarity with security and compliance features such as Data Loss Prevention (DLP) and retention policies

• Understanding of identity and access concepts (Azure AD/Entra ID, conditional access, permissions inheritance) as they relate to SharePoint and OneDrive

• Strong customer service orientation with the ability to communicate technical information clearly to non-technical users

• Bachelor's degree in computer science or a related field, or equivalent practical experience

• Experience in Exchange Online and Microsoft Teams administration is a plus

• Experience with incident, problem, and change management practices (ITIL or similar framework) is preferred
   

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