Description

Job Responsibilities

• Monitor and analyze M365 environments and services to maintain service quality in line with Stefanini values and client agreements.
• Collaborate with other support teams (Service Desk, Infrastructure, DevOps, etc.) to ensure seamless, end-to-end service delivery.
• Provide Level 3 technical support and platform administration for M365 Services including:
• Hybrid Exchange Server infrastructure
• All other M365 Collaboration Services part of M365 licenses (Viva, Loop, Forms, etc.), M365 Copilot
• Microsoft Teams
• SharePoint Online
• OneDrive for Business
• Azure AD / Entra ID
• Report operational issues, risks, and concerns to operational or account management as needed.
• Coach more junior team members
• Perform advanced troubleshooting using Microsoft 365 admin portals, PowerShell, and diagnostic tools.
• Manage and troubleshoot:
• Mail flow and transport rules
• End User issues related to M365 services
• Monitor M365 Service Health
• Work with Microsoft Support on Platform related issues
• Teams policies and voice configurations
• SharePoint permissions and site issues
• Identity and authentication issues (MFA, Conditional Access, SSO)
• Ensure strict adherence to client-specific policies, practices, and procedures at all times.
• Maintain a continuous learning mindset, staying up to date with best practices and new developments in the industry.
• Contribute ideas to improve existing processes, tools, and team performance.
• Actively share knowledge, expertise, and best practices within the team to support growth and consistency.
• Assist team members during escalations or complex issues, promoting teamwork and knowledge transfer.
• Handle incidents, service requests, and problem records through the ticketing system in accordance with SLA and priority definitions.
• Regularly report on task progress, operational issues, and challenges to the line manager.
• Provide suggestions to optimize service delivery and operational processes.

Job Requirements

• Proficiency in English (spoken and written) is essential.
• Availability to work rotational 12x5 rotations with on-call.
• Experience working with Microsoft 365 Admin Center and related service portals.
• Understanding of Exchange Online administration (mailboxes, mail flow, distribution groups).
• Basic administration of Microsoft Teams policies and collaboration features.
• Familiarity with SharePoint Online / OneDrive permissions and sharing models.
• Understanding of Microsoft Entra ID (Azure AD) concepts such as:
  1. Identity management
  2. MFA
  3. Conditional Access (basic understanding).
• Experience working within ITSM frameworks (ITIL knowledge is a plus).
• Ability to manage incidents, service requests, and escalations through a ticketing system.
• Experience working with SLAs, priorities, and escalation procedures.
• Ability to troubleshoot Microsoft 365 service issues using logs, diagnostics tools, and PowerShell.
• Experience troubleshooting authentication and identity related issues (MFA, login failures, account synchronization, permissions).
• Familiarity with core technologies such as: 
  1. Microsoft 365 
  2. Active Directory
  3. Exchange
  4. Microsoft Teams
  5. Windows Server & Client OS
  6. DNS
  7. Mobile operating systems (iOS/Android).
• Strong analytical skills and a proactive, problem-solving mindset.
• Customer-oriented attitude with the ability to prioritize and manage tasks in a dynamic environment.
• Insight into Stefanini's business and service delivery models is a plus.
• Demonstrated ability to adapt and remain flexible in a fast-paced, changing environment.
• Certifications such as the following are considered an advantage:
• Microsoft MS-900 ? Microsoft 365 Fundamentals
• Microsoft AZ-900 ? Azure Fundamentals
• MS-900 - Security Compliance and Identity Fundamentals
• Optional but good:
• Experience supporting enterprise environments with large user bases.
• Experience providing remote troubleshooting and user support

Key Skills

Education

Any Graduate