Microsoft 365 Engineer (Cloud & Infrastructure)

Key Responsibilities

• Deliver support for Microsoft 365 (Office 365) suite including troubleshooting and user assistance
• Provide technical support for:
• Exchange Online (mailboxes, mail flow, login issues)
• Microsoft Teams (meetings, calls, collaboration issues)
• SharePoint Online (permissions, access, document handling)
• Office Applications (Outlook, Excel, Word, PowerPoint)
• Support Azure Identity Services (Microsoft Entra ID):
• User account management
• Password resets, MFA, and access issues
• Group and role assignments
• Provide technical support and IT infrastructure management to ensure system stability and performance
• Monitor and maintain IT infrastructure components, system health, and service availability
• Diagnose and resolve technical incidents and service requests within SLA timelines
• Handle user queries via ticketing systems, email, and calls
• Collaborate with internal teams for issue resolution and escalations
• Maintain accurate documentation of issues, configurations, and solutions
• Support system updates, patches, and maintenance activities

Required Skills & Qualifications

• Minimum 3 years of experience in IT Support / Digital Services / Application Support
• Strong hands-on experience with:
• Microsoft 365 (Office 365) Suite
• Tenant administration
• Exchange Online / Outlook app
• Security and compliance (M365)
• Microsoft Teams Support
• SharePoint Online Support
• Office Apps troubleshooting
• Azure Identity Services (Entra ID)
• Knowledge about AAD
• Experience in Technical Support & IT Infrastructure Management
• Leverage day-to-day work with AI tools like Copilot
• Experience with ticketing tools (Microsoft Dynamics 365, etc.)
• Basic understanding of networking concepts
• Strong troubleshooting and incident handling skills
• Excellent communication and customer support skills