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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Microsoft 365 and Windows 365 support, including user provisioning, troubleshooting, and migration activities. Proficient in utilizing ServiceNow for ticket management and incident resolution while maintaining clear communication with geographically distributed teams.
Highest-signal resume keywords
Microsoft 365 SupportWindows 365 MigrationServiceNow ExperienceTroubleshooting SkillsMicrosoft Certifications
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Microsoft 365 AdministrationUser ProvisioningIdentity ManagementDevice ManagementCloud Services SupportWindows Endpoint TroubleshootingPowerShellConditional AccessMFAApplication Deployment
Soft Skills
Clear CommunicationProblem-SolvingCollaborationIndependent WorkDocumentation
Tools & Technologies
ServiceNowMicrosoft DefenderIntuneExchange OnlineTeamsSharePoint OnlineOneDriveEntra IDCloud PCVirtual Desktop Technologies
Certifications & Qualifications
MS-900MD-102MS-102SC-300
Industry Keywords
IT Service ManagementIncident ManagementMulti-Client SupportManaged ServicesEnd-User Computing
Tech Stack
Tools & technologiesCloudITSMServiceNow
About the role
Key responsibilities & impact- Provide Microsoft 365 support as part of Inviso’s follow-the-sun Service Café model, primarily supporting India and European business hours
- Monitor and manage a dedicated Windows 365 migration and support queue in ServiceNow
- Perform Level 1 triage and initial troubleshooting for Microsoft 365, Windows 365, identity, endpoint, and related user issues
- Own incoming tickets through initial diagnosis, documentation, resolution, assignment, or escalation
- Execute Windows 365 migration, provisioning, and validation activities using established runbooks, checklists, and deployment procedures
- Support Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, Intune, Entra ID, Defender, and Windows 365
- Perform identity and access tasks including user provisioning, licensing, MFA, group membership, access troubleshooting, and Conditional Access troubleshooting
- Troubleshoot endpoint enrollment, application deployment, device compliance, connectivity, authentication, and Cloud PC issues
- Escalate Level 2 and Level 3 issues with complete diagnostic information and clear documentation
- Coordinate ticket handoffs between India, European, and U.S. support teams across time zones
- Maintain ticket status, troubleshooting notes, resolution details, and service documentation in ServiceNow
- Identify recurring incidents and recommend updates to runbooks, knowledge articles, checklists, and support procedures
- Assist with Microsoft 365 and Windows 365 migration activities, testing, validation, and end-user readiness
- Monitor and administer Microsoft 365 services using administration, security, compliance, and endpoint management centers
- Communicate with end users, customers, and internal technical teams
- Participate in training and knowledge-sharing activities
- Improve support processes through automation, documentation, and repeatable solutions
Requirements
What you’ll need- 2+ years of experience supporting Microsoft 365, end-user computing, cloud services, or an IT service desk environment
- Hands-on experience supporting Microsoft 365 services such as Exchange Online, Teams, SharePoint Online, OneDrive, Intune, and Entra ID
- Experience supporting Windows endpoints and troubleshooting authentication, device, application, and connectivity issues
- Familiarity with Windows 365 or other virtual desktop technologies; direct Windows 365 experience strongly preferred
- Experience working with ServiceNow or a comparable ITSM and ticketing platform
- Understanding of IT service management practices including ticket ownership, prioritization, escalation, SLAs, and incident management
- Working knowledge of Microsoft 365 administration, user provisioning, licensing, MFA, identity, device management, and access controls
- Ability to follow technical runbooks and checklists while applying independent troubleshooting and judgment when appropriate
- Strong troubleshooting and problem-solving skills with the ability to collect, analyze, and clearly document information before escalation
- Clear written and verbal English communication skills
- Comfortable working independently during assigned support hours while collaborating with geographically distributed teams
- Basic PowerShell experience preferred
- Familiarity with Microsoft Defender, Conditional Access, and Microsoft 365 security and compliance capabilities preferred
- Experience with Windows 365 migrations, Intune-managed environments, or Cloud PC deployments preferred
- Microsoft certifications preferred, including MS-900, MD-102, MS-102, or SC-300
- Experience working within an MSP, managed services, or multi-client support environment preferred
Benefits
Comp & perks- Health coverage for employees, spouses and dependants
- Term life insurance
- Provident fund contributions
- Casual leave
- Earned/paid leave
- Annual training allowance
- Initial 6-month fixed-term contract with potential conversion to permanent employment, subject to performance, business requirements, and management approval