System Engineer (M365)

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 requires 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.
 Perform troubleshooting as required.
 Lead 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.
 Deliver training for employees on using M365 applications articulating the technical capabilities in a non-technical manner.
 Be the escalation point for the internal helpdesk system for M365 related issue.
 Support Windows OS, desktop/laptop related software & hardware when needed.
 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.
 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.
 Point of contact for assessing any new workplace related products/endpoint management tools.
 Involve in the EUC related transition as and when required. Represent the workplace team to assist Transition Manager on the end-to-end transition for EUC.
 Other duties may be delegated by the Manager or Team Lead from time to time.