Senior Technical Consultant | Microsoft 365 & SharePoint

Job Description:

As a Senior Support Consultant, you will take ownership of critical customer issues and help deliver exceptional support experiences across a sophisticated software platform.
Responsibilities include:

• Managing and resolving complex technical incidents and escalations
• Acting as a trusted advisor to customers, providing technical guidance and best-practice recommendations
• Working closely with Product, Engineering, and Platform teams to investigate and resolve challenging issues
• Ensuring high-quality ticket management and service delivery
• Identifying recurring issues, root causes, and opportunities for improvement
• Building strong customer relationships and maintaining trust during critical support situations
• Troubleshooting Microsoft 365 and SharePoint Online environments
• Assisting with document, template, and platform-related technical issues
• Mentoring junior team members and sharing technical knowledge
• Contributing to documentation, processes, and continuous improvement initiatives
• Participating in a shared standby and after-hours support rotation for global customers

Skills & Experience:

• Minimum 5 years' experience in SaaS support, technical consulting, or a similar technical support environment
• Experience handling complex technical escalations and high-priority incidents
• Strong troubleshooting and analytical problem-solving skills
• Minimum 3 years' hands-on experience with Microsoft 365 and SharePoint Online
• Experience working within cloud-based environments
• Exposure to Power Automate would be advantageous
• Excellent verbal and written communication skills
• Strong stakeholder management and customer engagement abilities
• Ability to work independently while collaborating effectively across multiple teams
• Experience mentoring, coaching, or supporting the development of others
• Strong organisational and time-management skills

Qualification:

• Relevant tertiary qualification or equivalent industry experience
• Candidates must be based in Cape Town and able to attend the office on designated in-office days

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