SharePoint Online（SPO）& SharePoint SE 二级支持技术员
SharePoint Online (SPO) & SharePoint SE Tier II Support Technician
SPO & SharePoint SE 二级支持技术员为 SharePoint Online（SPO）和 SharePoint 订阅版（SE）环境提供关键技术支持、轻量级管理和故障排除。该职位适合有动力、全面发展的初级技术人员或开发者，渴望深入研究传统本地架构和现代云环境。此职位需要一位坚持不懈的问题解决者，在以解决方案为导向、高度资源丰富的团队文化中茁壮成长——在将问题升级到三级支持或工程团队之前，彻底调查、研究并测试所有可能的解决路径。该职位将故障排除与轻量级管理及客户支持无缝结合，为在 Microsoft 365 和 Power Platform 生态系统中的技术成长提供了坚实路径。
职责：
二级技术支持与管理
- 认真调查、排查并解决与 SharePoint 架构、站点集、权限、损坏的 Web 部件、硬编码链接、列表/库和访问控制相关的二级问题。
- 通过研究技术文档、分析日志并在考虑升级到三级或四级支持前在测试环境中复现问题，展现出严谨的调查方法。
- 执行基本的轻量级管理任务，如处理站点 URL 变更、管理用户账户配置、恢复已删除的站点、列表或内容。
- 为客户的 Power Automate 流程、Power Apps 表单和 Power BI 报表提供基本的故障排除和协助，以解决功能障碍和问题。
- 在既定的服务级别协议（SLA）范围内管理帮助台工单队列（例如 ServiceNow、JIRA、Remedy），确保对所有采取的排查步骤进行清晰详细的记录。
培训与用户支持
- 为站点所有者、内容管理员和终端用户提供友好、以客户为中心的指导，涉及 SharePoint 治理、权限最佳实践和功能使用。
- 偶尔提供一级基础支持，以重新路由错误的工单并快速解决轻微的终端用户错误。
报告与文档
- 维护和更新内部知识库、技术指南、脚本和标准操作流程（SOP），以促进团队知识共享。
- 定期更新活动工单和分配任务的状态，主动突出进展、风险或潜在的操作障碍。
查看英文原文
The SPO & SharePoint SE Tier II Support Technician provides critical technical support, light administration, and troubleshooting for SharePoint Online (SPO) and SharePoint Subscription Edition (SE) environments. Designed for a motivated, well-rounded junior technician or developer eager to dig deep into legacy on-premises architecture and modern cloud environments, this role requires a tenacious problem solver who thrives in a solution-oriented, highly resourceful team culture—thoroughly investigating, researching, and testing all potential pathways to resolve issues independently before escalating to Tier III or engineering. This position seamlessly blends troubleshooting with light administrative and customer-facing support, offering a strong pathway for technical growth within the Microsoft 365 and Power Platform ecosystems.
Responsibilities:
Tier II Technical Support & Administration
- Diligently investigate, troubleshoot, and resolve Tier II issues related to SharePoint architecture, site collections, permissions, broken web parts, hardcoded links, lists/libraries, and access control.
- Demonstrate a rigorous, investigative approach by researching technical documentation, analyzing logs, and replicating problems in test environments before considering escalation to Tier III or IV.
- Perform essential, light administrative tasks such as processing site URL changes, managing user account configurations, and recovering deleted sites, lists, or content.
- Provide basic troubleshooting and assistance for customer Power Automate flows, Power Apps forms, and Power BI reports to resolve functional blockages and issues.
- Manage help desk ticket queues (e.g., ServiceNow, JIRA, Remedy) within established Service Level Agreements (SLAs), ensuring clear, detailed documentation of all troubleshooting steps taken.
Training & User Support
- Provide friendly, customer-focused guidance to site owners, content managers, and end-users on SharePoint governance, permissions best practices, and feature usage.
- Provide occasional Tier I basic support to redirect misrouted tickets and quickly resolve minor end-user errors.
Reporting & Documentation
- Maintain and update internal knowledge bases, technical guides, scripts, and Standard Operating Procedures (SOPs) to facilitate team knowledge sharing.
- Provide regular status updates on active tickets and assigned tasks, proactively highlighting progress, risks, or potential operational blockers.
Qualifications:
- Experience: Minimum 5-7 years of combined experience in Help Desk support primarily in SharePoint.
- Education: Bachelor’s Degree in Computer Science, Information Technology, or a related field (relevant experience may be substituted).
- Sector Experience: Experience working within a military medical system or DoD environment is highly preferred.
- Clearance: Active DoD Secret Clearance is preferred, or must be a U.S. Citizen and possess (or be able to obtain) an active DoD Secret clearance
Technical Proficiency:
- Expertise in Microsoft Office Suite and SharePoint (versions 2010 through SharePoint Online (SPO) and Subscription Edition (SE)).
- Proficiency with help desk platforms such as JIRA, ServiceNow, or Remedy.
- Tier 2 type of troubleshooting with SharePoint.
- Experience with Power Platform tools: (Power Automate, Power Apps, and Power BI)
- Familiarity with SharePoint Designer and InfoPath (for legacy support)
- Experience configuring and managing SharePoint SE service applications, central admin, ULS/Event logs and SQL Server dependencies.
Skills & Competencies:
Experience, Education & Certification
- Experience: 5 years of hands-on experience in an IT service desk, application support, or junior systems administration role, with a primary focus on supporting SharePoint environments.
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (equivalent hands-on experience may be substituted).
- Sector Experience: Experience working within a military medical system or DoD environment is highly preferred.
- Clearance:Active DoD Secret Clearance is preferred or must be a U.S. Citizen with the ability to obtain and maintain an active DoD Secret clearance.
- Certification: CompTIA Security+
Technical Proficiency:
- Foundational understanding of SharePoint Online (SPO) and SharePoint Subscription Edition (SE), including sites, libraries, permissions, metadata, and user access controls.
- Basic knowledge of Power Automate, Power Apps, and Power BI to assist users with troubleshooting simple workflows and forms.
- Familiarity with PowerShell for running basic administrative tasks. Exposure to help desk platforms such as ServiceNow, JIRA, or Remedy. Exposure to SharePoint Designer and InfoPath for supporting legacy configurations. Basic familiarity with SharePoint SE on-premises infrastructure concepts (e.g., Central Admin, checking ULS logs, event viewer) is a plus.
Skills & Competencies:
- High level of initiative, curiosity, and adaptability when investigating unknown issues, with a strong drive to take full ownership of problems.
- Excellent interpersonal, verbal, and written communication skills, with the ability to translate technical jargon into clear guidance for non-technical users.
- A strong customer-centric mindset with the ability to remain patient and build trust with clients across the organization.
- Ability to work effectively in a remote/home-office environment across multiple time zones.
About Us
Diné Development Corporation (DDC) is a Navajo Nation–owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and the communities we serve.
Benefits
Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, and paid time off. Additional benefits include voluntary supplemental benefits, access to an employee assistance program, and educational assistance with tuition reimbursement.
Equal Opportunity & Compliance Statement
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law.
We participate in E-Verify.
DDC is committed to providing equal employment opportunities to all applicants and employees. If you require a reasonable accommodation to participate in the application or interview process, please contact Recruiting for assistance
Originally posted on Himalayas