Technical Support Engineer

Smart IT Frame LLC; Bellevue (WA); On-site; USD 65,000 - 90,000; Full time

Job summary

Smart IT Frame LLC is seeking a Technical Support Engineer with strong Microsoft 365 and SharePoint Online experience to support customers in resolving complex technical issues. The ideal candidate will troubleshoot SharePoint Online, OneDrive for Business, permissions, search, retention, DLP, and related Microsoft technologies, providing clear updates to customers.

You will work with internal Microsoft 365 and support teams, document cases, and escalate when needed, delivering proactive

Qualifications

• 2–3+ years Technical/Customer Support experience.
• Strong SharePoint Online knowledge.
• OneDrive for Business & Sync troubleshooting.
• SharePoint Sites, Permissions, Metadata & Content Types.
• Crawled/Managed Properties & SharePoint Search.
• Workflows & User Profiles.
• Retention Policy, DLP & eDiscovery.
• Microsoft 365 Groups & Licensing.
• Basic Azure AD Connect / DirSync knowledge.
• Fiddler, Search Query Tools & SharePoint Designer.
• Strong troubleshooting, documentation & communication skills.

Responsibilities

• Troubleshoot and resolve complex technical issues related to Microsoft 365 and SharePoint Online.
• Provide technical support to customers through phone and email.
• Gather technical information, troubleshoot issues, identify root causes, and provide appropriate resolutions.
• Communicate technical findings, next steps, and status updates clearly to customers.
• Escalate complex issues to the appropriate engineering or support teams when required.
• Use knowledge of Microsoft 365 architecture and SharePoint Online to recommend solutions and proactive improvements.
• Maintain accurate and detailed case documentation.
• Handle challenging and technically sensitive customer situations professionally.
• Collaborate with internal Microsoft 365 and support teams to resolve customer issues

Skills

SharePoint Online

Microsoft 365

Technical Support

OneDrive for Business

Sync troubleshooting

Permissions

Metadata

Content Types

Search

DLP

eDiscovery

Licensing

Azure AD Connect

Fiddler

SharePoint Designer

Documentation

Communication

Tools

Fiddler

SharePoint Designer

Search Query Tools

Job description

We are looking for a Technical Support Engineer with strong Microsoft 365 and SharePoint Online experience to support customers in resolving complex technical issues.

The ideal candidate should have hands‑on experience troubleshooting SharePoint Online, OneDrive for Business, Microsoft 365, permissions, search, synchronization, retention, DLP, and related Microsoft technologies.

Key Responsibilities

• Troubleshoot and resolve complex technical issues related to Microsoft 365 and SharePoint Online.
• Provide technical support to customers through phone and email.
• Gather technical information, troubleshoot issues, identify root causes, and provide appropriate resolutions.
• Communicate technical findings, next steps, and status updates clearly to customers.
• Escalate complex issues to the appropriate engineering or support teams when required.
• Use knowledge of Microsoft 365 architecture and SharePoint Online to recommend solutions and proactive improvements.
• Maintain accurate and detailed case documentation.
• Handle challenging and technically sensitive customer situations professionally.
• Collaborate with internal Microsoft 365 and support teams to resolve customer issues

Must-Have Skills:

• 2-3+ years Technical/Customer Support experience
• Strong SharePoint Online knowledge
• OneDrive for Business & Sync troubleshooting
• SharePoint Sites, Permissions, Metadata & Content Types
• Crawled/Managed Properties & SharePoint Search
• Workflows & User Profiles
• Retention Policy, DLP & eDiscovery
• Microsoft 365 Groups & Licensing
• Basic Azure AD Connect / DirSync knowledge
• Fiddler, Search Query Tools & SharePoint Designer
• Strong troubleshooting, documentation & communication skills