SharePoint Online Sr Operational Support Analyst
Autodesk · Posted Oct 1
3D design, engineering, architecture, and entertainment software solutions
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About the role
Autodesk's Enterprise Collaboration Operations team delivers stable, reliable collaboration services for employees and business customers. The team supports Microsoft 365 collaboration tools, primarily SharePoint Online and OneDrive. This L2 Operational Support Analyst role handles escalated tickets, triages and troubleshoots incidents and service requests, performs root-cause analysis, manages site and permissions administration, and maintains knowledge base articles and runbooks.
What you will do
- 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
- Coach and provide technical guidance to L1 support analysts to build their troubleshooting capability
- Communicate clearly and professionally with end users and stakeholders, providing timely status updates and setting appropriate expectations
- Participate in problem management, change management, and post-incident reviews for SharePoint Online and OneDrive services
- Identify patterns in recurring tickets and recommend automation, configuration changes, or preventive measures to reduce ticket volume
- Support on-call or shift-based coverage as required to maintain service availability
Skills used in this role
What the employer is looking for
- 4–8 years of relevant experience in SharePoint Online and OneDrive operational or technical support
- Strong analytical and troubleshooting skills, with a proven ability to follow structured incident management and support processes
- Practical hands-on experience administering SharePoint Online (sites, lists, libraries, permissions, site collections) via the SharePoint Admin Center
- Solid working knowledge of OneDrive for Business administration, including sync client troubleshooting, sharing/permissions, storage quotas, and known folder move
- Proficiency in PowerShell scripting for administrative and troubleshooting tasks, including PnP PowerShell and SharePoint Online Management Shell
- Experience working within an ITSM/ticketing platform (e.g., Wolken or similar), including SLA management and escalation workflows
- Experience with Microsoft 365 admin center and Microsoft 365 service health tools for monitoring and diagnostics
- Familiarity with security and compliance features such as Data Loss Prevention (DLP) and retention policies
- Understanding of identity and access concepts (Azure AD/Entra ID, conditional access, permissions inheritance) as they relate to SharePoint and OneDrive
- Strong customer service orientation with the ability to communicate technical information clearly to non-technical users
- Bachelor's degree in computer science or a related field, or equivalent practical experience
Preferred qualifications
- Experience in Exchange Online and Microsoft Teams administration is a plus
- Experience with incident, problem, and change management practices (ITIL or similar framework) is preferred
Benefits and support
- Annual cash bonuses
- Stock grants
- Comprehensive benefits package
About Autodesk
Autodesk is a global leader in 3D design, engineering, and entertainment software, providing solutions for architecture, engineering, construction, product design, and media creation. Its flagship products, such as AutoCAD, Revit, and Fusion 360, empower professionals across industries to imagine, design, and make a better world. As a pioneer in the space, the company continues to drive innovation through cloud collaboration, digital twins, and AI-powered design workflows.
- Industry
- Software
- Company size
- 10001+ employees
- Founded
- 1982
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Leadership
President and Chief Executive Officer
Executive Vice President and Chief Financial Officer
Executive Vice President and Chief Technology Officer
Executive Vice President and Chief Operating Officer
Chief Marketing Officer
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