M365 Support Engineer

Job description

**Must-Have** **Role Purpose** - **The purpose of this role is to provide reliable endtoend support and administration of Microsoft 365 services, including Exchange Online, Teams (collaboration and voice), SharePoint, and endpoint solutions, ensuring a seamless digital workplace experience. The role focuses on resolving user issues, supporting modern device and application management, and delivering highquality customer support through clear communication, training, and adherence to enterprise IT and security standards.** **Keywords:** **Microsoft 365 (M365), Exchange Online, Outlook, Microsoft Teams, Teams Phone/Telephony, VoIP, SharePoint Online, OneDrive, Intune, Jamf, MAM/MDM, BYOD, Windows application packaging (MSI/EXE), PatchMyPC, application deployment, testing & validation. ITIL, ServiceNow, enterprise user support, troubleshooting, customer communication.** **Key Responsibilities:** - **Provide L2/L3 support for Exchange Online, Outlook, Teams, OneDrive, and SharePoint in a large enterprise environment** - **Resolve enduser issues related to email, collaboration, file sharing, and Teams functionality** - **Troubleshoot Teams meeting, voice, and call quality issues, ensuring reliable user experience** - **Administer and support Teams Phone / Telephony features including call queues and routing** - **Support MAM/MDM implementations of M365 tools, including BYOD scenarios with nontechnical users** - **Perform Windows application packaging and deployment using Intune and PatchMyPC** - **Follow defined packaging standards, change processes, testing, and validation practices** - **Operate within ITIL processes, handling incidents and requests via ServiceNow** - **Delivery excellent customer service by translating technical issues into userfriendly language** - **Create and maintain support documentation and knowledge articles** - **Collaborate with crossfunctional teams to ensure stable and secure M365 operations** - **Experience with Atlassian Jira is an added advantage**