.Job DescriptionIn this role, you will:Use the troubleshooting knowledge and tools required to fix customer issues.Approach the customer to get insight on their business needs in order to help customers start using all workloads and products acquired with the ultimate goal of increasing workload usage and the number of licenses and workloads consumed by the Small Business.Provide step-by-step guidance and assistance to these customers to achieve their goals using Microsoft 365 subscriptions and workloads, including help designing and architecting Microsoft 365 workload solutions while resolving their technical support requests.Provide technical support to customers via phone, email, or chat, and resolve technical issues related to Microsoft 365 products and services.Identify and troubleshoot connectivity problems, application errors, and security concerns related to Microsoft 365.Educate customers on the use of Microsoft 365 products and services, and provide guidance on best practices for improving productivity and collaboration.Help customers evaluate the potential benefits of a permanent subscription by providing personalized recommendations based on their business needs and use cases.Advise customers on different subscription plans and features available, and help them choose the plan that best meets their needs and budget.Guide customers through the process of upgrading from a trial subscription to a permanent subscription, including providing step-by-step instructions and troubleshooting any technical issues that may arise.Keep up-to-date with the latest updates and enhancements to Microsoft 365, and communicate these changes to customers as appropriate.Document technical issues and solutions in a knowledge base for future reference.Collaborate with other technical support engineers and cross-functional teams to resolve complex technical issues.QualificationsTo be successful in this role, you need:At least 2 years of experience in one or more of the following areas:Microsoft 365 administrationMicrosoft 365 consultancyMicrosoft 365 deploymentMicrosoft 365 migrationMicrosoft 365 technical supportSolid general understanding of Microsoft 365 workloads and additionally specialized (deep dive) in at least one of the following workloads:Microsoft Exchange OnlineMicrosoft SharePoint OnlineMicrosoft TeamsMicrosoft OfficeMicrosoft One Drive For BusinessMicrosoft Identity Management SolutionsPlease note that you will be required to complete a recurring Identity Verification check (IDV) and to be considered, you agree to meet the device and tool requirements listed below.Device Requirements(a live verification will be conducted to ensure the following requirements are met prior to the start of the engagement):Dedicated Laptop or PC: For this project, with no additional work or personal software installed. The machine must not be joined to another company's domain or managed by any remote management