SharePoint Online Sr Operational Support Analyst

Job Requisition ID #

Position 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