SharePoint Online Sr Operational Support Analyst
Job Requisition ID #
26WD100741Position 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.
Key Responsibilities
Serve as the primary L2 point of escalation for SharePoint Online and OneDrive tickets that cannot be resolved by the L1 support team
Triage, investigate, and troubleshoot incidents and service requests related to SharePoint Online sites, lists, libraries, permissions, and OneDrive sync, storage, and sharing issues
Perform root-cause analysis on recurring or complex issues and implement or recommend permanent fixes
Diagnose and resolve OneDrive sync client issues, file corruption, quota/storage limits, and known folder move (KFM) problems
Manage SharePoint Online site permissions, access requests, sharing settings, and site collection administration using the SharePoint Admin Center and PowerShell
Monitor service health dashboards and proactively identify, log, and respond to service degradations or outages affecting SharePoint Online and OneDrive
Escalate unresolved or complex issues to L3/engineering teams or Microsoft support, providing clear documentation of troubleshooting steps already taken
Ensure tickets are updated, tracked, and resolved within defined SLA and OLA targets using the ticketing/ITSM system
Create, maintain, and improve knowledge base articles, runbooks, and standard operating procedures to enable faster L1 resolution and reduce ticket volume
Coach and provide technical guidance to L1 support analysts to build their troubleshooting capability
Communicate clearly and professionally with end users and stakeholders, providing timely status updates and setting appropriate expectations
Participate in problem management, change management, and post-incident reviews for SharePoint Online and OneDrive services
Identify patterns in recurring tickets and recommend automation, configuration changes, or preventive measures to reduce ticket volume
Support on-call or shift-based coverage as required to maintain service availability
Minimum Qualifications
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
Preferred Qualifications
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
Learn More
About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software - from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk - it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.
When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging
In-Person Onboarding and Identity Verification
This role may require in-person onboarding and/or in-person ID verification.
Are you an existing contractor or consultant with Autodesk?
Please search for open jobs and apply internally (not on this external site).