SharePoint Support Analyst

Role Overview

We are looking for a SharePoint Support Analyst to provide day-to-day technical support for SharePoint Online and related Microsoft 365 collaboration services. You will troubleshoot issues, manage service requests, and help users work effectively with SharePoint sites, document libraries, and lists. You will own tickets from initial triage through resolution or escalation, keeping users informed throughout.

Key Responsibilities

• Triage, investigate, and resolve SharePoint incidents and service requests within agreed service levels.
• Troubleshoot site access, permissions, external sharing, document library behavior, search, version history, and OneDrive sync issues.
• Fulfill approved requests for site provisioning, access changes, and library or list configuration in line with internal governance policies.
• Diagnose issues involving SharePoint, Microsoft Teams, and OneDrive. Escalate complex incidents to the appropriate platform, identity, or security team with clear reproduction steps and diagnostic findings.
• Maintain accurate ticket records and create knowledge base articles, troubleshooting guides, and support procedures.
• Provide practical guidance to users and site owners on document collaboration, permissions, and sharing.
• Identify recurring incidents and recommend improvements to reduce repeat requests and improve the user experience.
• Support testing and post-release validation for SharePoint changes and migrations.

Requirements

Required Qualifications

• Hands-on experience supporting SharePoint Online in an enterprise or managed services environment.
• Working knowledge of SharePoint sites, document libraries, lists, metadata, versioning, and search.
• Ability to diagnose access and sharing issues involving SharePoint permissions, Microsoft 365 groups, and guest users.
• Familiarity with Microsoft Teams, OneDrive for Business, and Microsoft Entra ID as they relate to SharePoint support.
• Experience using an IT service management or ticketing platform to manage incidents, service requests, and escalations.
• Strong troubleshooting skills, including the ability to reproduce issues, determine their scope, and document findings.
• Professional proficiency in written and spoken English, with the ability to explain technical issues to nontechnical users.

Preferred Qualifications

• Experience with the SharePoint admin center and Microsoft 365 service health monitoring.
• Familiarity with Power Automate workflows or Power Apps that use SharePoint as a data source.
• Experience using SharePoint Online Management Shell or PnP PowerShell for diagnostics or routine administration.
• Exposure to SharePoint migrations, Microsoft Purview retention or sensitivity labels, or SharePoint Server in a hybrid environment.
• ITIL Foundation or a relevant Microsoft certification.