Engineer - Microsoft 365 Administration

Job Summary

Job Summary Provide Level 1 operational support for Microsoft 365 services, ensuring timely resolution of incidents and service requests while delivering a high-quality end-user experience. The role focuses on troubleshooting, ticket management, user administration, and adherence to ITIL-based support processes.

Key Responsibilities

Key Responsibilities Serve as the first point of contact for Microsoft 365 support incidents and requests. Troubleshoot and resolve issues related to: Exchange Online Outlook Microsoft Teams OneDrive for Business SharePoint Online Microsoft 365 Apps Manage user accounts, licenses, mailboxes, distribution groups, and access requests. Log, categorize, prioritize, and resolve tickets within agreed SLAs. Escalate complex issues to L2/L3 teams with complete troubleshooting details. Maintain accurate documentation and update knowledge articles. Follow ITIL processes for Incident, Request, Problem, and Change Management. Ensure compliance with security, privacy, and organizational policies. Contribute to CSAT and operational excellence objectives.

Skill Requirements

  Required Skills Microsoft 365 Administration fundamentals. Basic understanding of: Exchange Online Microsoft Teams SharePoint Online OneDrive Azure Active Directory (Entra ID) ITSM tools such as ServiceNow. Strong troubleshooting and analytical skills. Excellent verbal and written communication. Customer-centric mindset and ability to work in a 24x7 support environment.

Other Requirements

Preferred Certifications Microsoft 365 Fundamentals (MS-900) ITIL Foundation Experience 0 to 2 years of experience in O365/M365 support, Service Desk, or End User Computing support. Fresh graduates with relevant certifications may also be considered. Key Performance Indicators (KPIs) SLA Compliance First Contact Resolution (FCR) Customer Satisfaction (CSAT) Ticket Quality Score Productivity and Adherence Metrics Knowledge Contribution Typical Tools Microsoft 365 Admin Center Exchange Admin Center Teams Admin Center Entra ID (Azure AD) ServiceNow PowerShell (basic level)