Microsoft 365 Specialists

As a Microsoft 365 Specialist, working under the guidance of the practice manager, your primary role entails working with customers to achieve the best results from using Microsoft Technology in their day-to-day working practices. There will be times when you will be working as an individual and times when you will be part of a team, where you will drive a project from initiation to completion.

The responsibilities include creating and delivering solutions using the key elements of Microsoft technology, including SharePoint, Microsoft Teams, Microsoft Purview, and where needed Power Apps and Power Automate. The types of projects could range from migration projects, where we are enabling an organisation to start using Microsoft Cloud, to document management solutions, and everything in between.

The key focus is to provide subject matter expertise to a customer to help them overcome their business challenges.

Vantage 365 Business Development Manager

Career Progression

Tier 1 Specialist

Tier 2 Specialist

Senior Specialist

Principal Specialist

Microsoft 365 Role Descriptions

The Tier 1 Specialist role underpins the Consultancy Services department.  Being the first point of contact for all customer inquiries, the Tier 1 Specialist will be key to upholding our well-established reputation for prompt and friendly customer service. Answering incoming calls is a priority for us, and this will be a focus of the Tier 1 Specialist to do this within three rings.

As well as logging, investigating, and resolving customer support requests, the Tier 1 Specialist will be assigned technical tasks in the support of delivering projects.  These tasks will be given a due date, which the person will work hard to meet.

We are advocates of learning at Vantage 365, and we actively encourage our staff to continually improve themselves.  So much so that we allocate learning and development time to each member of staff to ensure they progress their knowledge and can offer more to our customers and other staff members.

Even with the generous amount of time provided by Vantage 365 for learning and development, the Tier 1 Specialist will need to leverage some of their own time to stay up to date with certifications and training.

Duties and responsibilities

Business Development Manager Duties and Responsibilities

These are the key duties and responsibilities associated with the position of our Tier 1 Specialists.

  • Follow processes and procedures to maintain accuracy and consistency of delivery.
  • Support the implementation of Microsoft 365-based solutions.
  • Support the implementation of Power Platform-based solutions.
  • Support the implementation of Powell Software solutions.
  • Create, update, and maintain technical documentation.
  • Complete assigned tasks within defined timescales.
  • Attend and contribute to project delivery calls (internal and customer-facing).
  • Learn relevant skills and technologies in line with the role.
  • Achieve relevant certifications in line with the role.
  • Complete task and timesheet updates weekly.

Results and expectations

There are specific Key Performance Indicators that we measure to ensure that are achieving success. For this role, they are:

  • Task Completion
    • Green: 100% of assigned tasks completed within agreed timescales.
    • Amber: 90% – 99% of assigned tasks completed within agreed timescales.
    • Red: Less than 90% of assigned tasks completed within agreed timescales.
  • Personal Development
    • Green: 100% of agreed learning completed within agreed timescales.
    • Amber: 80% – 99% of agreed learning completed within agreed timescales.
    • Red: Less than 80% of agreed learning completed within agreed timescales.
Vantage 365 Key Performance Indicators

Skills and abilities

growth

The BDM must possess the following skills and abilities. 

  • A growth mindset:
    • Embrace challenges and see them as an opportunity to learn
    • Show resilience and persistence when things get tough
    • Learn from others and welcome feedback
  • Sales and negotiation skills: 
    • Proven ability to drive the sales process from plan to close. 
    • Strong negotiation skills to close mutually beneficial deals. 
  • Communication skills: 
    • Excellent verbal and written communication skills. 
    • Ability to articulate complex technical concepts clearly and understandably. 
  • Strategic thinking: 
    • The ability to think strategically and develop effective sales strategies. 
    • Analytical skills to assess market trends competitor activities, and identify opportunities. 
  • Relationship building: 
    • Strong interpersonal skills and building and maintaining relationships with clients and stakeholders. 
    • Customer-centric mindset to understand and address client needs. 
  • Networking: 
    • Proven networking abilities to generate leads and build a professional network. 
    • Comfortable attending conferences, industry events, and networking functions. 
  • Market knowledge: 
    • In-depth understanding of the IT industry, including market trends, emerging technologies, and competitor landscape. 
    • A clear understanding of multiple customer verticals to support in the understand of the customer. 
    • Continuous learning to stay updated on industry and customer vertical developments. 
  • Adaptability: 
    • Ability to adapt to changing market conditions and adjust sales strategies accordingly. 
    • Flexibility to work in a dynamic and fast-paced environment. 
  • Results-driven: 
    • Goal-oriented with a track record of meeting or exceeding sales targets. 
    • Focus on achieving measurable results and key performance indicators (KPIs). 
  • Problem-solving: 
    • Strong problem-solving skills to address client concerns and find solutions. 
    • Ability to collaborate with internal teams to overcome challenges. 
  • Team collaboration: 
    • Collaboration skills to work effectively with cross-functional teams, including sales, marketing, and technical teams. 
    • Leadership skills to motivate and guide the sales team toward common goals. 
  • Time management: 
    • Effective time management and organisational skills to prioritise tasks and meet deadlines. 
    • Ability to handle multiple responsibilities simultaneously. 
  • Tech-savviness: 
    • Familiarity with IT products, services, and industry-specific terminology. 
    • Ability to understand and convey technical information to non-technical stakeholders. 
  • Creativity: 
    • Creative thinking to develop innovative approaches for business development. 
    • Ability to propose unique solutions to client needs. 
  • Customer focus: 
    • A customer-centric mindset with a focus on delivering value to clients. 

Having a good grasp of the Microsoft 365 technologies and Powell Software, the Tier 2 Microsoft 365 Specialist has a pivotal role within the Consultancy Services department, delivering top-quality solutions and providing responsive support services for our customers.

As well as logging, investigating and resolving customer support requests, the Tier 2 Microsoft 365 Specialist will be the escalation point for Tier 1 Microsoft Specialists for support cases and tasks, always ensuring that our customers are happy, and our SLA’s and deadlines are met.

Delivering projects within timescales and responding to customer requests is a high priority for us, and the Tier 2 Microsoft 365 Specialist will achieve this by managing their tasks, answering calls, and replying to communications as soon as possible and within defined SLA’s and agreed deadlines.

We are advocates of learning at Vantage 365, and we actively encourage our staff to continually improve themselves. So much so that we allocate learning and development time to each member of staff to ensure they progress their knowledge and are able to offer more to our customers and other staff members.

Even with the generous amount of time provided by Vantage 365 for learning and development, the Tier 2 Microsoft 365 Specialist will need to leverage some of their own time to stay up to date with certifications and training.

Duties and responsibilities

Business Development Manager Duties and Responsibilities

These are the key duties and responsibilities associated with the position of our Tier 2 Specialists.

  • Follow processes and procedures to maintain accuracy and consistency of delivery. 
  • Implement Microsoft 365-based solutions. 
  • Implement Powell Software solutions. 
  • Deliver projects in line with the Project Operations schedule board. 
  • Create, update, and maintain documentation as required. 
  • Complete assigned tasks within assigned timescales. 
  • Answer incoming calls, in line with Vantage 365 standards. 
  • Provide first and second-line support to new and existing customers. 
  • Log new and maintain existing support requests in the Vantage 365 support platform within agreed SLAs. 
  • Host customer-facing support calls. 
  • Attend and/or host project delivery calls (internally and customer-facing). 
  • Provide support and mentorship to Tier 1 Specialists. 
  • Learn relevant skills and technologies in line with the role. 
  • Achieve relevant certifications in line with the role. 
  • Complete task and timesheet updates on time. 

Results and expectations

There are specific Key Performance Indicators that we measure to ensure that are achieving success. For this role, they are:

  • Task Completion
    • Green: 100% of assigned tasks completed within agreed timescales.
    • Amber: 90% – 99% of assigned tasks completed within agreed timescales.
    • Red: Less than 90% of assigned tasks completed within agreed timescales.
  • Personal Development
    • Green: 100% of agreed learning completed within agreed timescales.
    • Amber: 80% – 99% of agreed learning completed within agreed timescales.
    • Red: Less than 80% of agreed learning completed within agreed timescales.
Vantage 365 Key Performance Indicators

Skills and abilities

growth

The BDM must possess the following skills and abilities. 

  • A growth mindset:
    • Embrace challenges and see them as an opportunity to learn
    • Show resilience and persistence when things get tough
    • Learn from others and welcome feedback
  • Knowledge and experience of Microsoft 365 Services: 
    • Proven track record of creating and delivering solutions using SharePoint and Microsoft Teams
    • A good knowledge of other services available within Microsoft 365 such as Forms, Syntex, Viva, and Security & Compliance
  • Knowledge and experience of Power Platform Services:
    • An understanding of Power Apps and Power Automate and how they can be leveraged in Microsoft 365
  • Adaptability: 
    • Ability to adapt to changing market conditions and adjust sales strategies accordingly. 
    • Flexibility to work in a dynamic and fast-paced environment. 
  • Communication skills: 
    • Excellent verbal and written communication skills. 
    • Ability to articulate complex technical concepts clearly and understandably. 
  • Relationship building: 
    • Strong interpersonal skills and building and maintaining relationships with clients and stakeholders. 
    • Customer-centric mindset to understand and address client needs. 
  • Results-driven: 
    • Goal-oriented with a track record of meeting or exceeding sales targets. 
    • Focus on achieving measurable results and key performance indicators (KPIs). 
  • Problem-solving: 
    • Strong problem-solving skills to address client concerns and find solutions. 
    • Ability to collaborate with internal teams to overcome challenges. 
  • Team collaboration: 
    • Collaboration skills to work effectively with cross-functional teams, including sales, marketing, and technical teams. 
    • Leadership skills to motivate and guide the sales team toward common goals. 
  • Time management: 
    • Effective time management and organisational skills to prioritise tasks and meet deadlines. 
    • Ability to handle multiple responsibilities simultaneously. 
  • Creativity: 
    • Creative thinking to develop innovative approaches for business development. 
    • Ability to propose unique solutions to client needs. 
  • Customer focus: 
    • A customer-centric mindset with a focus on delivering value to clients. 

The Senior Microsoft 365 Specialist role requires not only someone who is very experienced and skilled technically, but also a project leader, mentor, and coach. 

They will demonstrate expert knowledge and experience in the Microsoft 365 suite of services and also Powell Software. 

The person in this role will have no trouble leading large and complex projects, whether they are utilising the Microsoft 365 suite, Powell Software, or a combination of all technologies. 

They will be able to handle multiple tasks and projects simultaneously, while maintaining timely communication with colleagues and customers. 

Delegating tasks to other team/project members will be essential as will producing metrics on a regular basis to report on the progress of activities to stakeholders and management. 

The Senior Microsoft 365 Specialist is a trusted escalation point for all other technical members of the team, and provides support  and guidance when needed. 

Their documentation skills will be impeccable, as will their attention to detail. 

Delivering projects within timescales and responding to customer requests is a high priority for us, and the Senior Microsoft 365 Specialist will be keen to achieve this by managing their tasks, answering calls and replying to communications as soon as possible and within defined SLA’s and agreed deadlines. 

We are advocates of learning at Vantage 365, and we actively encourage our staff to continually improve themselves.  So much so that we allocate learning and development time to each member of staff to ensure they progress their knowledge and are able to offer more to our customers and other staff members. 

Even with the generous amount of time provided by Vantage 365 for learning and development, the Senior Microsoft 365 Specialist will need to leverage some of their own time to stay up to date with certifications and training. 

Duties and responsibilities

Business Development Manager Duties and Responsibilities

These are the key duties and responsibilities associated with the position of our Tier 2 Specialists.

  • Follow processes and procedures to maintain accuracy and consistency of delivery. 
  • Implement Microsoft 365-based solutions. 
  • Implement Powell Software solutions. 
  • Deliver projects in line with the Project Operations schedule board. 
  • Create, update, and maintain documentation as required. 
  • Complete assigned tasks within assigned timescales. 
  • Answer incoming calls, in line with Vantage 365 standards. 
  • Provide first and second-line support to new and existing customers. 
  • Log new and maintain existing support requests in the Vantage 365 support platform within agreed SLAs. 
  • Host customer-facing support calls. 
  • Attend and/or host project delivery calls (internally and customer-facing). 
  • Provide support and mentorship to Tier 1 Specialists. 
  • Learn relevant skills and technologies in line with the role. 
  • Achieve relevant certifications in line with the role. 
  • Complete task and timesheet updates on time. 

Results and expectations

There are specific Key Performance Indicators that we measure to ensure that are achieving success. For this role, they are:

  • Task Completion
    • Green: 100% of assigned tasks completed within agreed timescales.
    • Amber: 90% – 99% of assigned tasks completed within agreed timescales.
    • Red: Less than 90% of assigned tasks completed within agreed timescales.
  • Personal Development
    • Green: 100% of agreed learning completed within agreed timescales.
    • Amber: 80% – 99% of agreed learning completed within agreed timescales.
    • Red: Less than 80% of agreed learning completed within agreed timescales.
Vantage 365 Key Performance Indicators

Skills and abilities

growth

The BDM must possess the following skills and abilities. 

  • A growth mindset:
    • Embrace challenges and see them as an opportunity to learn
    • Show resilience and persistence when things get tough
    • Learn from others and welcome feedback
  • Knowledge and experience of Microsoft 365 Services: 
    • Proven track record of creating and delivering solutions using SharePoint and Microsoft Teams
    • An in-depth knowledge of other services available within Microsoft 365 such as Forms, Syntex, Viva, and Security & Compliance
  • Knowledge and experience of Power Platform Services:
    • A good understanding of Power Apps and Power Automate and how they can be leveraged in Microsoft 365
  • Adaptability: 
    • Ability to adapt to changing market conditions and adjust sales strategies accordingly. 
    • Flexibility to work in a dynamic and fast-paced environment. 
  • Communication skills: 
    • Excellent verbal and written communication skills. 
    • Ability to articulate complex technical concepts clearly and understandably. 
  • Relationship building: 
    • Strong interpersonal skills and building and maintaining relationships with clients and stakeholders. 
    • Customer-centric mindset to understand and address client needs. 
  • Results-driven: 
    • Goal-oriented with a track record of meeting or exceeding sales targets. 
    • Focus on achieving measurable results and key performance indicators (KPIs). 
  • Problem-solving: 
    • Strong problem-solving skills to address client concerns and find solutions. 
    • Ability to collaborate with internal teams to overcome challenges. 
  • Team collaboration: 
    • Collaboration skills to work effectively with cross-functional teams, including sales, marketing, and technical teams. 
    • Leadership skills to motivate and guide the sales team toward common goals. 
  • Time management: 
    • Effective time management and organisational skills to prioritise tasks and meet deadlines. 
    • Ability to handle multiple responsibilities simultaneously. 
  • Creativity: 
    • Creative thinking to develop innovative approaches for business development. 
    • Ability to propose unique solutions to client needs. 
  • Customer focus: 
    • A customer-centric mindset with a focus on delivering value to clients. 
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