The M365 Technical Support Engineer is a highly technical position, bringing expertise in the Microsoft Office 365 platform, Microsoft Windows server platforms, extensive knowledge of cloud-based computing solutions, and an advanced level of troubleshooting skill. The Support Engineer will work with peers, leads, SMEs, and other technical advisors related to Azure, M365 and Microsoft Exchange Online in the CARE USA environment. The incumbent will rely on experience, research skills, and troubleshooting expertise to solve Tier-3+ technical issues, where the cause is often not known, and the solution may not be immediately apparent. The incumbent will also often support and educate other IT technicians on Tier-1 and 2 level issues, working to build a broader understanding of system design and understanding across the IT team.

The incumbent will apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from Lead Office 365 engineer and subject matter experts as needed.

This position will often be called upon to give technical design and strategy recommendations, as it pertains to the M365 platform. Acting in a support role, the position will be relied upon to help shape the future goals of CARE USA’s Azure tenant. The position reports to the Sr. Manager of Application Infrastructure. There are no direct reports.

*Note* This role is not related to software/application development or programming

Responsibilities:

• Maintain and Administer CARE USA’s Azure Tenant
  • Receive escalation requests from the Global Support Desk, outlining specific areas of Office 365 support needed, and provide a high level of expert resolution.
  • Collaborate with the Application Infrastructure team to maintain functionality and standards across the M365 platform.
  • Engage with MSP support as required, working with engineers as required to properly and appropriately resolve the issue.
  • Observe support trends, taking proactive measures to prevent technical issues before they are encountered by the end-user.
• Maintain and Administer Microsoft Exchange Online
  • Serve as support for Microsoft Exchange, implementing and maintaining best practices, standards, governance, and Microsoft-recommended designs to ensure maximum uptime and functionality of the system.
  • Ensure the day-to-day administration of Exchange Online and Microsoft 365 infrastructure and to maintain it in operational conditions.
  • Resolve day-to-day Operation issues, Service Requests, and Project tasks related to Exchange infrastructure.
  • Monitor Exchange mail flow to ensure optimal delivery
  • Utilize Powershell to automate or script out repetitive, tedious tasks in order to resolve them quickly and efficiently.
  • Execute Legal or Audit eDiscovery actions, as requested and according to policy, supporting the requesting party directly to retrieve the information needed.
• Collaboration Platform Future-State Development
  • Work directly with other areas of the IT team to identify areas of improvement, new software options, new features, and improved configurations that can enhance CARE’s ability to serve our programs world-wide.
  • Implement new features or software, as supported by the Digital Change Control process, to enable features, functionality, or provide a better working experience in existing software.
  • Critically review our Office 365 implementation quarterly, considering if things can be improved or simplified. This work should be done in conjunction and with the support of other Technology Operations staff.
• Reporting, Governance, and Automation
  • Utilize Microsoft Powershell to script out reports aimed at ensuring global compliance with all system policies.
  • Where applicable, implement automation between M365 and other CARE applications to support direct data transfer/accessibility, user provisioning, information synchronization, or other relevant tasks.
  • Defining and evolving strategy and Standard Operating Procedures (SOP) for Exchange and other M365 services following the teams standards.
  • Perform all work in compliance with company policy and within the guidelines of CARE.
  • Implement and maintain best practices governance for M365 resources (Microsoft Groups, Distribution Groups, Team Sites, etc.) utilizing automation rules to check, vet, review, and archive resources as appropriate. Work closely with other Technology. Operations colleagues, as well as international colleagues, to consistently review and adapt these standards.
  • Support the goals of the CARE International Tenant Administrator’s committee, providing technical expertise and direction as required.
• Identity and Access
  • Display a functional knowledge of M365 (PIM) and Okta identity management software, directly managing the assignment of M365 licenses and resources to users via SSO federation.
  • Maintain user accounts within Okta, as necessary to support access to M365 resources.
  • Utilize Okta reports, task manager, and other resources as needed to troubleshoot escalated user access issues.
  • Through WS Federation, ensure that all M365 resources are always protected by Multi-Factor Authentication, and that users are following all standards as required by policy.
• Personal Professional Development
  • Identifies and pursues relevant trainings and personal development programs of interest.
• Participate in cross functional projects and perform duties and tasks as assigned.
• Participate in weekly meetings with the team to synchronize on run operations.

Qualifications:

• Bachelor’s degree in Information Technology, or similar field, or equivalent combination of education and work experience.
• 5+ years of experience administering Microsoft Exchange Server (on-prem and online) supporting Windows Operating Systems and servers.
• 3+ years of experience administering Office 365/M365.
• Must be able to maintain strong levels of customer service support in a complex environment.
• Must be able to work within a project oriented business model.
• Assist senior IT staff with larger projects.
• Participate in occasional after-hours efforts when required.
• Experienced in Cloud Infrastructure Technologies: Microsoft Azure, M365 and Okta preferred.
• Resolve work requests, accurately and within established timelines.
• Create and maintain documentation on processes, policies, and procedures.
• Ability to assess technical problems quickly.
• Exposure to scripting languages (PowerShell) to automate processes.
• Experience performing troubleshooting for technicians and/or end users utilizing Zendesk ticketing system.
• Solid experience understanding of Windows Operating Systems and Windows Office Suite Applications.
• Ability to multi-task as well as be strategic, creative, and innovative in a dynamic, fast-paced team environment.
• Outstanding interpersonal and communication skills with the ability to effectively communicate across diverse audiences and influence cross functionally.
• Must be flexible, willing to accept business and technology change. He or she must be a team player, capable of independent work, study and analysis.