Responsibilities
- Provide expertise and guidance on the use of all M365 applications.
- Support customers with M365 applications, including Exchange Online, MS Teams, OneDrive, Defender, Intune/Autopilot, SharePoint Online, and other M365 core services.
- Advocate and provide best practices for the use of all M365 products.
- Troubleshoot issues as required, leading problem-solving efforts, often involving external vendors and other support teams.
- Perform Azure Active Directory administration tasks (e.g., user/group administration, security permissions, group policies, system configuration, event log research, and resource monitoring).
- Interact with the service desk and other teams to assist in troubleshooting, root cause identification, and technical support when necessary.
- Develop and maintain product/service documentation and knowledge base articles.
- Perform other duties as delegated by the Manager or Team Lead.
- Deliver training for employees on using M365 applications, explaining technical capabilities in non-technical terms.
- Serve as the escalation point for M365-related issues in the internal helpdesk system.
- Must have hands-on experience with MS Intune and Autopilot.
- Familiarity with Microsoft Power Platform and Microsoft Power Automate is an advantage.
- Support Windows OS and desktop/laptop-related software and hardware as needed.
- Conduct hardware/software installations based on customer requirements and company specifications.
- Perform Root Cause Analysis (RCA) for End User Computing (EUC) issues, including M365-related products, as part of problem management.
- Liaise with support vendors for maintenance, support, or issue resolution.
- Collaborate with Team Lead, team members, and customers to achieve high customer satisfaction.
- Act as the point of contact for evaluating new workplace-related products or endpoint management tools.
- Participate in EUC-related transitions as needed, representing the workplace team and assisting the Transition Manager with end-to-end transitions for EUC.
Requirements
- Degree/Diploma in Computer Science/IT.
- Minimum 3 years of working experience with Microsoft 365 Technologies.
- Must have experience in Microsoft Intune (including Packaging, Deployment, Reporting, Troubleshooting, Policy Creation, MS Patching).
- Experience supporting M365 users.
- MS Azure certification (mandatory).
- Ability to work independently under pressure to meet project timelines with high-quality work.
- Knowledge of IT networking for troubleshooting 1st-level networking issues.
- Proficiency in MS Windows, M365, desktop hardware, and network environments.
- Strong organizational and interpersonal skills, with a customer-oriented approach.
- Excellent verbal and written communication skills.
- Independent, results-oriented, and proactive.
- Willingness to work flexible hours based on business needs.
- Ability to work off-site and travel to multiple locations as required.
Shortlisted candidates will be offered a 1 Year Agency Contract employment.