The M365 Support Technician is responsible for technical support for our customers’ 365 and Azure environments. You will assist in providing 1st and 2nd-tier client support in a large-scale, fast-moving environment. In this role, you will respond to customer inquiries via our ticketing system, via phone, email, and chat. Associates must possess strong verbal and written communication skills, problem solving skills and a desire to progress their technical knowledge. Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases. Respond to all Customer requests in a timely and professional manner. Troubleshoot and resolve Microsoft 365 and Azure functional, operational, performance, and connectivity issues. Analyze and gather relevant information that might assist resolution of the issue. Conduct research on complex cases and validates cases for escalation to Sr Engineers and Vendors. Maintain communication and cooperation with the team and external stakeholders. Contribute to knowledge management initiatives. Other duties as assigned.