IT Help Desk Representative I

Job Title: M365 Support Engineer II

Role Summary

The Messaging Collaboration Analyst II is a hands-on technical role responsible for maintaining and improving NCR Voyix enterprise messaging and collaboration ecosystem-primarily Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive), identity/access integrations, and related security/compliance controls. You will troubleshoot complex issues, drive stability and performance, partner with security and network teams, and deliver enhancements that improve user productivity and collaboration.

Primary Responsibilities

• Processing requests per ITIL framework and within defined SLA.
• Own L2 support for Exchange Online, Microsoft Teams, SharePoint/OneDrive, and email security gateways (e.g., Proofpoint for O365).
• Investigate and resolve advanced incidents, problem tickets, and service requests within SLAs; perform root cause analysis and document KBs/runbooks.
• Monitor service health, capacity, and adoption; execute routine maintenance, patching, and configuration hygiene.

Technical Skills

• In-depth knowledge Windows 11, Windows 2012R2 Operating Systems.
• Should have experience in Active Directory and Group Policy management.
• Strong understanding of messaging in an Outlook/ Exchange environment/O365
• Basic knowledge of Windows PowerShell Scripting.

Service Delivery Engineering

• Manage Exchange Online objects (mailboxes, shared mailboxes, DLs, transport rules), Teams policies, and SharePoint site governance.
• Implement configuration baselines, conditional access, DLP, retention, and compliance policies in partnership with Security/GRC.
• Support M365 tenant administration, identity integrations (Azure AD/Entra ID), and federation/SAML/OAuth app configurations.

Projects Automation

• Contribute to migrations (on-prem to cloud), tenant-to-tenant moves, and feature rollouts (Teams Phone, Viva modules, etc.).
• Automate repetitive tasks using PowerShell, Graph API, and workflows; improve efficiency and reduce MTTR.
• Participate in change management (impact assessment, testing, implementation, and post-change validation).

Collaboration Stakeholder Management

• Partner with IT Help Desk (L1) for escalation handling and training; improve KB content and self-service.
• Engage with vendors and Microsoft support for complex cases; track issues to resolution with clear communication.
• Educate end users on best practices, adoption tips, and security-aware collaboration.

Education Qualification

• Education: Bachelor's in Computer Science, Information Technology, or equivalent experience.
• Experience: 3-5 years in enterprise messaging/collaboration support/admin with strong M365 exposure.

Communication Skills

• High proficiency in English grammar, vocabulary and sentence structure.
• Good business communication skills (e-mail)

Core Skills Technologies

• Microsoft 365: Exchange Online (transport, connectors, mail flow, spam/phishing protection), Microsoft Teams (meetings, voice, policies), SharePoint/OneDrive (sites, sharing policies, governance), Defender for Office 365, Purview (DLP, retention, eDiscovery basics).
• Identity Security: Entra ID (Azure AD), Conditional Access, MFA, SSPR, basic PKI concepts, RBAC, security/compliance baselines.
• Automation Scripting: PowerShell (ExchangeOnlineManagement, Teams, SharePoint Online modules), Graph API fundamentals.
• Networking Basics: DNS (MX/SPF/DMARC/DKIM), mail routing, proxy/firewall impacts on O365, bandwidth/latency considerations.
• General: Incident/Problem/Change (ITIL), documentation, strong troubleshooting and communication.

Rotational Shifts

• We are 24X5 operations and candidate should be ready to work on rotational shifts.

Work Pattern

• Shift/On-call: Standard business hours with rotation-based on-call for major incidents/changes (as required).

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.