Responsibilities
- 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 issues.
- 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
Requirements
• Degree/Diploma in Computer Science/IT
• Minimum 3 to 5 years of working experience in Microsoft 365 Technologies
• Experience in Microsoft Intune (Deploy of applications to Windows, IOS, and Android devices) is a must
• Experience in supporting M365 users
• Ability to work independently under pressure to meet project timelines with quality work.
• Possess knowledge in IT networking to troubleshoot computer 1st level networking problems
• Possess IT skills in MS Windows, M365, desktop hardware, and network environments
• Strong organizational, interpersonal skills and customer-oriented
• Excellent verbal and written communication skills
• Independent and results oriented
• Willing to work on a flexible schedule depending on business needs
• Ability to work non-deskbound and flexibility to travel to multiple sites as and when required.
• ITIL v4 and M365 Fundamentals certification is an added advantage
Licence no: 12C6060
