Overview
The system engineer is responsible for providing M365 related technical support to users through the analysis and resolution of technical incidents and service requests.
The role also required to be involved in all escalated customer issues where required to provide a positive business outcome. These will include but are not limited to: Major Incident Management, Problem and Change Management, Service Improvement, Process Improvements, customer relationship engagement, onboarding, reporting, Windows OS, Office 365 Applications, perform software/hardware installation, assist in maintaining EUC related technical documentations, as well as assist in EUC related projects which including but not limited to new customer onboarding/offboarding specifically on M365 related products.
Responsibilities
- Provide expertise and guidance on the potential use of all M365 applications.
- Support customers for M365 related applications including Exchange Online, MS Teams, Teams Telephony, OneDrive, Defender, Intune/Autopilot, Office Suite, SharePoint Online, and other M365 core services.
- Be an advocate and provide best practices for use of all M365 products.
- Provide technical support for online meetings ensuring a good video conference experience with the ability to manage different conferencing devices.
- Perform troubleshooting as required. Leads problem-solving efforts often involving outside vendors and other support personnel and/or organizations.
- Perform administration tasks (Azure Active Directory) including user/group administration, security permissions, group policies, systems configuration, research event log warnings and errors, and resource monitoring.
- Interact with the service desk and other teams to assist in troubleshooting, identify root cause, and provide technical support when needed.
- Develop and maintain product and/or service documentation and knowledge base articles.
- A strong passion in working with M365 technologies.
- Other duties may be delegated by the Manager or Team Lead from time to time.
- Deliver training for employees on using M365 applications articulating the technical capabilities in a non-technical manner.
- Be the escalation point from members of the IT team working the internal helpdesk system for M365 related issue.
- Good in Microsoft Power Platform and Microsoft Power Automate will be an added advantage.
- Support Windows OS, desktop/laptop related software & hardware when needed.
- Fulfill desktop/laptop related service requests including but not limited to cloning & deployment, software installation within the Service Level Agreement as and when required.
- Conduct hardware/software installations based on customer's requirements and company specifications.
- Perform Root Cause Analysis (RCA) for End User Computing (EUC) related (including M365 related products) service problems as part of problem management.
- Perform remote support to end user's PC as and when the user agreed.
- Liaise with support vendors for maintenance, support, or issues resolution.
- Work with Team Lead, team members & customers to achieve a high level of customer Satisfaction.
- Ensure that relevant updates and patches are applied accordingly to the desktop/laptop using endpoint management tools.
- Assist Team Lead in performing various desktop/laptop related projects including but not limited to PC Refresh, In-Place Upgrade, Security Patching, etc.
Requirements
- Degree/Diploma in Computer Science/IT.
- Minimum 3 to 5 years of working experience in Microsoft 365 Technologies.
- Experience in Microsoft Intune (Deploy of applications to Windows, IOS, and Android devices) is a must.
- Experience in supporting M365 user.
- Possess knowledge in IT networking to troubleshoot computer 1st level networking problems.
- Possess IT skills in MS Windows, M365, desktop hardware, and network environments.
- ITIL v4 and M365 Fundamentals certification is an added advantage.
- Strong organizational, interpersonal skills and customer-oriented.
- Excellent verbal and written communication skills.
- Independent and results oriented.
- Willing to work on a flexible schedule depending on business needs.
- Ability to work non-deskbound and flexibility to travel to multiple sites as and when required.
- Ability to work independently under pressure to meet project timelines with quality work.
