Support Engineer- Modern Workplace
Job details
Job Title: Support Engineer – Modern Workplace Department: Managed Services Position Type: Full- Time Location: Remote - India Working Hours: Rotational US Shifts Company Overview: Henson Group is an award-winning Azure Expert Managed Service solutions company focused on selling and deploying Microsoft technologies for U.S. and international companies. For over 20 years, Microsoft and its partners have recommended the Henson Group for licensing, consulting, and managed services to corporations large and small. The company also offers competitive pay, health/dental/vision insurance, paid maternity & parental leave, fitness allowances, and generous Paid time-offs. At Henson Group, we aim to unleash the potential of people and technology. Our company was built around the idea that there is no success without team success. We foster a culture of inclusion and fairness where diverse interests, experiences, and backgrounds are celebrated. We strive to empower and unleash the potential of everyone to ensure that every employee has a path to success. We're in it together to make life better for each other, our customers, our partners, and our communities. Specifically, the M365 Support Engineer Level I will:
- Support Henson Group Microsoft Modern Workplace Managed Services customers by being knowledgeable about the following Microsoft O365/M365 products as it relates to the availability, performance, interoperability, and reliability of: Exchange Online, Teams, SharePoint Online, Endpoint Manager / Intune and other O365/M365 Apps such as Power Automate, Insights, Forms, Planner, Stream, Sway, To-Do, Visio,PowerBI (implementation only), Project Online, etc.
- Respond to support tickets within established Service Level Agreements (SLA) and Service Level Objectives (SLO) and support processes including escalation to Level 3 and or Microsoft when appropriate, documenting all support case resolutions in the ticketing system, developing root cause analysis solutions for recurring problems, and reviewing solutions with clients as required.
- Assist with delivering projects for the above-referenced products through the implementation and delivery of scalable Microsoft Office 365 solutions.
- Prepare technical documentation on the Microsoft 365 services and related procedures and operations.
- Participate in 24x7 On-Call rotation to assist the global client base.
- Perform other duties as required.
- A minimum of 3 years of experience working in IT, preferably in large environments, and at least two years of experience in Microsoft 365 technologies.
- Experience performing Mail, SharePoint, and File migrations to M365 using native and 3 rd party tools.
- Experience analyzing, troubleshooting, and providing solutions for technical issues related to the M365/O365 products.
- Work experience in large international environments
- Microsoft Certification in at least two Modern Workplace areas:
- Microsoft 365 Certified: Fundamental
- Microsoft 365 Certified: Collaboration Communication Systems Engineer Associate
- Microsoft 365 Certified: Messaging Administrator Associate
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- Microsoft 365 Certified: Security Administrator Associate
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft 365 Certified: Teams Application Developer Associate
- Microsoft Certified: Azure Virtual Desktop Specialty
- Microsoft Certified: Information Protection Administrator Associate
- Microsoft Certified: Security Operations Analyst Associate
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