• Provide expertise and guidance on the potential use of all M365 applications • Support customers for M365 related applications including Exchange Online, MS Teams, Teams Telephony, OneDrive, Defender, Intune/Autopilot, Office Suite, SharePoint Online, and other M365 core services. • Be an advocate and provide best practices for use of all M365 products. • Provide technical support for online meetings ensuring a good video conference experience with the ability to manage different conferencing devices. • Performs troubleshooting as required. Leads problem-solving efforts often involving outside vendors and other support personnel and/or organizations. • Perform administration tasks (Azure Active Directory) including user/group administration, security permissions, group policies, systems configuration, research event log warnings and errors, and resource monitoring. • Interact with the service desk and other teams to assist in troubleshooting, identify root cause, and provide technical support when needed. • Develop and maintain product and/or service documentation and knowledge base articles. • A strong passion in working with M365 technologies • Other duties may be delegated by the Manager or Team Lead from time to time • Deliver training for employees on using M365 applications articulating the technical capabilities in a non-technical manner. • Be the escalation point from members of the IT team working the internal helpdesk system for M365 related issue. • Good in Microsoft Power Platform and Microsoft Power Automate will be an added advantage. • Support Windows OS, desktop/laptop related software & hardware when needed. • Fulfill desktop/laptop related service requests including but not limited to cloning & deployment, software installation within the Service Level Agreement as and when required • Conduct hardware/software installations based on customer’s requirements and company specifications • Perform Root Cause Analysis (RCA) for End User Computing (EUC) related (*Including M365
related products) service problems as part of problem management • Perform remote support to end user’s PC as and when the user agreed • Liaise with support vendors for maintenance, support, or issues resolution. • Work with Team Lead, team members & customers to achieve a high level of customer satisfaction • Ensure that relevant updates and patches are applied accordingly to the desktop/laptop using endpoint management tools • Assist Team Lead in performing various desktop/laptop related projects including but not limited to PC Refresh, In-Place Upgrade, Security Patching, etc.
