The Systems Engineer is responsible for providing technical support for Microsoft 365 (M365) applications, resolving technical incidents, and addressing service requests for users. This role also requires handling escalated customer issues to ensure satisfactory business outcomes. Key duties include major incident management, problem and change management, service and process improvements, customer relationship engagement, M365 user onboarding/offboarding, Windows OS support, and participation in end-user computing (EUC) projects, particularly related to M365 products.
Key Responsibilities:
- M365 Application Support: Offer technical expertise on M365 applications, including Exchange Online, MS Teams, OneDrive, Defender, Intune/Autopilot, SharePoint Online, and core M365 services. Promote best practices for efficient M365 use.
- Troubleshooting and Incident Resolution: Analyze and resolve issues, collaborating with external vendors and support personnel as needed.
- System Administration: Perform administrative tasks in Azure Active Directory, including managing users/groups, security permissions, group policies, systems configuration, event log analysis, and resource monitoring.
- Technical Support Collaboration: Work with the service desk and support teams to troubleshoot, identify root causes, and provide technical assistance.
- Documentation: Create and maintain documentation, including knowledge base articles, for M365 and EUC services.
- Employee Training: Deliver training on M365 applications, translating technical capabilities into accessible guidance.
- Intune and Autopilot Expertise: Provide hands-on support and configuration of Microsoft Intune, focusing on packaging, deployment, reporting, troubleshooting, and policy creation.
- Windows OS and Desktop Support: Support Windows OS, desktop, and laptop hardware/software, conducting installations per customer requirements.
- Root Cause Analysis (RCA): Conduct RCA for EUC service issues, including those related to M365 products, as part of the problem management process.
- Vendor Coordination: Coordinate with support vendors for maintenance and issue resolution as needed.
- Customer Satisfaction and Support: Collaborate with the team to meet high customer satisfaction levels, acting as the main contact for assessing new workplace products and tools.
- Project Support for EUC Transition: Support the workplace team and Transition Manager during EUC-related transitions, ensuring a smooth process.
Qualifications & Requirements:
- Education: Degree or diploma in Computer Science or IT.
- Experience:
- Minimum of 3 years in Microsoft 365 technologies, with significant experience in supporting M365 users.
- Hands-on experience with Microsoft Intune (including packaging, deployment, reporting, troubleshooting, policy creation, and patching).
- Certification: MS Azure-related certification is mandatory.
- Technical Skills:
- Proficiency in IT networking for first-level troubleshooting.
- Knowledge of MS Windows, M365, desktop hardware, and network environments.
- Soft Skills:
- Strong organizational and interpersonal skills with a customer-oriented approach.
- Effective verbal and written communication skills.
- Ability to work independently, manage tasks under pressure, and deliver quality work.
- Flexibility: Willing to work a flexible schedule and travel as needed to multiple sites.
