Company Description

One of Upwork's largest clients, an American multinational technology company, is in search of an Italian-speaking 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.

Job Description

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

Qualifications

Requirements

MUST have native or full professional Italian fluency.

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.

Additional Information

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

M365 Ambassador - Italian

Job Description