Technical Support Engineer (M365)

Responsibilities

Microsoft 365 Support : Provide technical support and assistance to end-users on Microsoft 365 applications and services, including Outlook, Exchange Online, SharePoint, OneDrive, and Teams. Issue Resolution : Troubleshoot and resolve Microsoft 365-related problems, including email configuration issues, access problems, and application errors, either remotely or on-site as necessary. User Account Management : Assist with user account provisioning, modification, and deprovisioning in Microsoft 365, ensuring proper access and permissions. Email Configuration : Configure and troubleshoot email clients (e.g., Outlook, mobile devices) for Microsoft 365 email services. Security and Compliance : Implement and enforce security best practices, including email security, data loss prevention (DLP), and email encryption. Documentation : Create and maintain technical documentation, including knowledge base articles and user guides related to Microsoft 365. Training : Provide training and guidance to end-users on Microsoft 365 applications and features to enhance productivity. Patch and Update Management : Keep Microsoft 365 services up-to-date by applying patches and updates as needed. Reporting : Generate and analyze reports on Microsoft 365 usage, security incidents, and compliance. Collaboration : Collaborate with other IT teams to integrate Microsoft 365 services with other systems and applications. Vendor Coordination : Interact with Microsoft support and vendors to resolve escalated technical issues. Continuous Learning : Stay current with Microsoft 365 updates, features, and best practices. Qualifications

Possess at least a Diploma in a related field (e.g., Computer Science, Information Technology) or equivalent work experience. Minimum of 2 years of experience in technical support, with a focus on Microsoft 365. Strong knowledge of Microsoft 365 applications and services, including Exchange Online, SharePoint, OneDrive, Teams, and Office applications. Familiar with Microsoft 365 administration and user management. Experience in troubleshooting Microsoft 365-related issues, including email configuration and access problems. Knowledge of email security, DLP, and encryption best practices. Proficiency in configuring and troubleshooting email clients (Outlook, mobile devices) for Microsoft 365. Strong problem-solving and communication skills. Ability to work collaboratively in a team and independently when required. Microsoft certifications related to Microsoft 365 (e.g., Microsoft 365 Certified : Modern Desktop Administrator Associate) are advantageous. IT certifications such as CompTIA A+ or CompTIA Network+ are a plus.

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