Technical Support Engineer (M365)

Job Summary:

We are seeking a skilled Technical Support Engineer with expertise in Microsoft 365 to join our IT support team. The Technical Support Engineer will play a key role in providing technical assistance to end-users, resolving Microsoft 365-related issues, and ensuring the smooth operation of our organization's Microsoft 365 environment.

Key Responsibilities:

• Microsoft 365 Support: Provide technical support and assistance to end-users on Microsoft 365 applications and services, including Outlook, Exchange Online, SharePoint, OneDrive, and Teams.
• Issue Resolution: Troubleshoot and resolve Microsoft 365-related problems, including email configuration issues, access problems, and application errors, either remotely or on-site as necessary.
• User Account Management: Assist with user account provisioning, modification, and deprovisioning in Microsoft 365, ensuring proper access and permissions.
• Email Configuration: Configure and troubleshoot email clients (e.g., Outlook, mobile devices) for Microsoft 365 email services.
• Security and Compliance: Implement and enforce security best practices, including email security, data loss prevention (DLP), and email encryption.
• Documentation: Create and maintain technical documentation, including knowledge base articles and user guides related to Microsoft 365.
• Training: Provide training and guidance to end-users on Microsoft 365 applications and features to enhance productivity.
• Patch and Update Management: Keep Microsoft 365 services up-to-date by applying patches and updates as needed.
• Reporting: Generate and analyze reports on Microsoft 365 usage, security incidents, and compliance.
• Collaboration: Collaborate with other IT teams to integrate Microsoft 365 services with other systems and applications.
• Vendor Coordination: Interact with Microsoft support and vendors to resolve escalated technical issues.
• Continuous Learning: Stay current with Microsoft 365 updates, features, and best practices.

Qualifications:

• Bachelor's degree in a related field (e.g., Computer Science, Information Technology) or equivalent work experience.
• Minimum of 2-3 years of experience in technical support, with a focus on Microsoft 365.
• Strong knowledge of Microsoft 365 applications and services, including Exchange Online, SharePoint, OneDrive, Teams, and Office applications.
• Familiarity with Microsoft 365 administration and user management.
• Experience in troubleshooting Microsoft 365-related issues, including email configuration and access problems.
• Knowledge of email security, DLP, and encryption best practices.
• Proficiency in configuring and troubleshooting email clients (Outlook, mobile devices) for Microsoft 365.
• Strong problem-solving and communication skills.
• Ability to work collaboratively in a team and independently when required.
• Microsoft certifications related to Microsoft 365 (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate) are advantageous.
• IT certifications such as CompTIA A+ or CompTIA Network+ are a plus.