Technical Solutions Expert

2 weeks ago

Porac, Philippines beBeeSupport Full time ₱100,000 - ₱150,000
Job Overview

The role of a Senior M365 Support Engineer is to provide technical support and guidance to clients in the use of Microsoft 365 services.

  • To achieve this, we are looking for an individual with strong problem-solving skills and experience working with various Microsoft technologies including Active Directory, Azure Active Directory Premium, Windows Server Admin, Exchange server admin, M365, Teams, Microsoft Endpoint Manager, and Azure IaaS.
Responsibilities

This position involves:

  • Ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met by taking ownership and responsibility for cases that come into the Service Management Console (SMC) in a 24x7 support environment.
  • Monitoring queues for incoming alerts and incidents.
  • Collaborating with team members to resolve client issues efficiently.
  • Escalating cases to Microsoft, managing communications between customers and vendors, setting up troubleshooting calls, documenting case notes accurately, and logging time into the system.
  • Participating in post-incident reviews and lessons learned activities.
  • Providing reactive and proactive patching services, including risk assessment, scheduling, and change management procedures.
  • Working closely with the Technical Escalation and Service Delivery teams on root cause analysis, escalations, and reports.
  • Managing vendor escalations.
  • Participating in regular audits to ensure compliance with organizational requirements and standards.
  • Mentoring and knowledge sharing within the team.
  • Creating configuration documentation.
Requirements

We require individuals with:

  • A minimum number of years of experience in IT infrastructure and application support, with knowledge of the mentioned technologies.
  • Customer focus and ability to communicate effectively at different levels of an organization.
  • Strong analytical and problem-solving skills, including the ability to troubleshoot and resolve complex issues.
Desirable Experience

The following experiences would be beneficial:

  • Familiarity with additional Microsoft tools such as Microsoft Defender for Endpoint, Microsoft Information Protection, SharePoint Online, Azure Virtual Desktop, SCCM, Mimecast, Netskope, VMWare, and SolarWinds N-Able.
What We Offer

In return, we offer:

  • A competitive base salary.
  • 25 days paid leave per year.
  • A flexible work setup.
  • Health Maintenance Organization (HMO) benefits.
  • Other government benefits.

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