Senior Support Analyst – Device Management

Job Description:

Mid-Level Support Analyst – Office 365

About DXC

DXC helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private, and hybrid clouds. Our 125,000+ people in 70+ countries deliver transformative technologies to ensure success, safety, and well-being for businesses worldwide. Learn more about how we deliver excellence for our customers and colleagues at dxc.com.

About the Role

We are looking for a motivated, organized, and detail-oriented Mid-Level Support Analyst – Office 365 to join our IT Support team. In this role, you will provide Level 2 (L2) support for Microsoft Office 365 services, acting as an essential link between Level 1 support and senior specialist teams. You will be responsible for resolving moderately complex incidents, maintaining system reliability, and ensuring a positive user experience.

On a day-to-day basis, you will investigate and resolve escalated incidents related to Microsoft Teams, Exchange Online, SharePoint Online, and OneDrive for Business, performing initial root cause analysis and escalating more complex issues to Level 3 support when necessary. You will also support the monitoring of service performance, availability, and health, as well as user account management, permissions, and configurations.

This position plays an important part in ensuring efficient and continuous delivery of IT services, working closely with other IT teams and following ITIL-aligned incident, problem, and change management practices. You will also contribute to building and maintaining a knowledge base of solutions, procedures, and known issues.

Essential Job Functions:

• Provide L2 support for Office 365 services, including Microsoft Teams, Exchange Online, SharePoint Online, and OneDrive for Business

• Investigate, diagnose, and resolve incidents escalated by Level 1 support

• Perform initial root cause analysis and escalate more complex issues to Level 3 support when necessary

• Support the monitoring of performance, availability, and health of Office 365 services

• Assist with user account management, permissions, and configurations

• Participate in incident, problem, and change management processes in accordance with ITIL best practices

• Document solutions, procedures, and known issues in the knowledge base

• Collaborate with other IT teams to ensure efficient and continuous service delivery

Basic Qualifications:

• Experience in Level 2 (L2) IT Support roles in Office 365 / Microsoft 365 environments

• Practical knowledge of Microsoft Teams (user support and basic administration)

• Practical knowledge of Exchange Online (mailbox management and basic mail flow concepts)

• Practical knowledge of SharePoint Online (site access, permissions, and basic administration)

• Practical knowledge of OneDrive for Business (file synchronization, sharing, and troubleshooting)

• Basic understanding of Azure Active Directory (Entra ID) and identity management

• Familiarity with troubleshooting tools and techniques

• Strong analytical and problem-solving skills

• English: desirable

Other Qualifications:

• Experience with PowerShell for basic administrative tasks

• Knowledge of Microsoft 365 security and compliance principles

• Familiarity with ITIL processes and service management tools

• Relevant Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate)

Why DXC? / Life at DXC

DXC fosters a culture of inclusion, learning, and corporate responsibility. We offer competitive benefits, including health, dental, vision coverage, wellness programs, retirement savings plans, paid holidays, and more. Learn about our values and ethics at https://dxc.com/us/en/about-us/corporate-responsibility.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.