M365 Support Specialist

Job Description:

We are seeking a skilled professional to fill a key role in our organization. The ideal candidate will have extensive experience in IT infrastructure and application support, with a strong background in Active Directory, Azure Active Directory Premium, Windows Server Administration, Exchange server administration, M365-Exchange online, Teams, Microsoft Endpoint Manager, and Azure IaaS.

The successful candidate will be responsible for ensuring the achievement of SLAs and KPIs, monitoring queues for incoming alerts and incidents, working collaboratively with other team members to resolve client issues efficiently, and taking ownership of cases escalated to Microsoft. They will also participate in post-incident reviews and lessons learned activities, provide reactive and proactive patching services, and work closely with the Technical Escalation and Service Delivery teams.

Mandatory Experience:

• Several years of experience in IT industry with respect to infrastructure and application support background, including knowledge of Active Directory, Azure Active Directory Premium, Windows Server Admin, Exchange server admin, M365-Exchange online, Teams, Microsoft Endpoint Manager, Azure IaaS
• Customer Focus, Understand a range of different customer environments, Communicate with customers at various levels of an organisation
• Able to troubleshoot and resolve complex issues, Identify problems and evaluate alternative solution, Good knowledge of the tools and applications being used internally

Advantageous Experience:

• Microsoft Defender for Endpoint, Microsoft Information Protection, SharePoint Online, Azure Virtual Desktop, SCCM, Mimecast, Netskope, VMWare, SolarWinds: N-Able

General Requirements:

• Active member of the team that drives team performance and quality, Self-motivated, but also able to ask for help, as needed, from within the team and outside the teams for successful case resolution
• Good numeracy skills and exceptional communication skills, Analytical: great attention to detail to ensure consistent improvement in the quality
• Work efficiently under pressure to tight deadlines, Work cross-functionally to solve problems and implement changes, Work collaboratively in a shared services environment

Customer Service & Relationship Management:

• Exceed the expectations of internal and external clients through the quality of customer service, meeting their needs and demonstrating the added value of the service provided
• Manage the client relationship in a way, which enables the business to gain maximum value from that relationship. Creates and sustains mutually beneficial relationships
• Communicate clearly and concisely, both orally and in writing, using appropriate words and actions, Listen and demonstrate concern about the quality, impact and effectiveness of processes and communications

Teamwork:

• Contribute fully as a team member, working co-operatively and productively with others, openly exchanging information and supporting colleagues to achieve business goals, Demonstrate understanding of team roles and commitment to team decisions

Continuous Improvement and Management of Change:

• Adopt a total quality approach for self and others, React positively to change to improve performance, Tackle tasks creatively, evaluating options and adapting/testing out solutions, Seek and try new and better ways of managing tasks to solve problems and gain competitive advantage

Planning & Control:

• Achieve business goals by establishing priorities, actions and constraints in a logical sequence and checking progress against these plans, taking corrective action as required, Ensure that information is correctly processed and that work complies with relevant internal rules/procedures, Check work and correct mistakes promptly, Utilise expertise and experience to review and assist in the development and improvement of other reporting tasks and functions across the business when required

What We Offer:

• Competitive base salary, 25 days paid leave, flexible work setup, HMO and other government benefits

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