Senior Microsoft 365 Technical Engineer

We are seeking an experienced and highly skilled Microsoft M365 3rd Line Support Engineer to join our dynamic IT support team. The ideal candidate will be responsible for providing advanced technical support for M365-based solutions, handling complex issues that escalate from the 1st and 2nd line support teams, and ensuring high availability and performance of our cloud infrastructure.

Bytes are looking to expand their customer-facing Microsoft Support Desk after yet another year of impressive growth. Bytes’ collaborative and solution led approach means that our customers look to us to help them deliver and achieve. The Microsoft support team is integral to this approach and our success.

Key to success will be to work as part of a close-knit team, with a customer centric service focus. You will be working closely with customers by providing day-to-day technical support, assisting, and contributing to overall technical governance and leadership, technical excellence, and continual service improvement. Communication and collaboration are paramount to this role, you will work closely with a variety of internal and external business and will be continually engaged and collaborating with our clients.

KEY RESPONSIBILITIES:

• Take ownership of requests raised by Bytes CSP clients or CSP resellers related to their M365 environment affecting any/all M365 services and manage until a resolution has been found.
• Provide prompt and accurate feedback to customers or CSP resellers and assure the client feels included throughout the lifecycle of the ticket by maintaining contact via phone/email/Teams.
• Provide direct 3rd line escalation for Bytes VIP customers, Bytes CSP Expert customers, and M365 Managed Services customers.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Able to manage and prioritize Open and Unresolved M365 tickets liaising with all 3rd parties.
• Troubleshoot and resolve complex incidents and service requests that have been escalated from 1st and 2nd line support teams. Analyse and diagnose issues related to M365 infrastructure and services.
• Maintain up-to-date documentation on M365 configurations, incident resolutions, and standard operating procedures.
• Work closely with other IT teams and stakeholders to ensure smooth operations and integration of M365 services. Collaborate with Microsoft M365 support for escalated issues that require vendor intervention.
• Stay current with M365 updates, new features, and industry best practices. Participate in continuous improvement initiatives to enhance support processes and service delivery.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

• Microsoft Certified: Microsoft 365 Fundamentals (MS-900) - ESSENTIAL
• Microsoft Certified: Azure Fundamentals (AZ-900) - ESSENTIAL
• Microsoft Certified: Identity and Access Administrator Associate (SC-300) - ESSENTIAL
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) - DESIRABLE
• Microsoft 365 Certified: Administrator Expert (MS-102) - ESSENTIAL
• Microsoft 365 Certified: Teams Administrator Associate (MS-700) - DESIRABLE

REQUIRED EXPERIENCE, & SKILLS:

• 6+ years working in a Technical Support team dealing with Microsoft 365 services - ESSENTIAL
• In-depth knowledge of Microsoft 365 services including Exchange Online, SharePoint Online, OneDrive for Business, Teams, and security & compliance features - ESSENTIAL
• Experience with Microsoft 365 administration and troubleshooting - ESSENTIAL
• Experience with compliance features, data loss prevention, and security incident response - ESSENTIAL
• Exchange, SharePoint, Teams Administrative knowledge - ESSENTIAL
• A good working knowledge of the entire O365 stack, including their interactions and use cases - ESSENTIAL
• Strong knowledge of Office 365 Licensing - ESSENTIAL
• Experience in working in a Microsoft Partner Centre and Lighthouse - ESSENTIAL
• Knowledge on PowerShell scripting and Microsoft Endpoint protection - DESIRABLE
• Offer overall Office 365 security ability including strong knowledge of EntraID, Information Protection, Information Rights Management, single sign-on and multi-factor authentication and related technologies (including Microsoft Enterprise Mobility + Security) - DESIRABLE
• Teams’ implementation, governance, administration & voice - DESIRABLE
• Knowledge on Hyper-V, VMware and On-prem servers - DESIRABLE
• Power Platform governance and administration including Centre of Excellence deployment and integration with O365 workloads - DESIRABLE
• Knowledge on Dynamic 365 support - DESIRABLE

CORE Competencies & SKILLS – BASED ON POSITION AND GRADE:

• Ability to work proactively, independently and in an agile manner to achieve desired outcomes.
• Ability to work both independently and as a team player and enjoy working in an environment that requires continuous learning and development.
• Written and Verbal Communication skills and capable of communicating with senior stakeholders across the business and Client Infrastructure teams.
• Generate innovative approaches and solutions to complex problems whilst achieving SLAs.
• Excellent organizational skills and ability to manage multiple demands whilst staying on top of deadlines.
• Ability to take ownership of tasks and drive the team objective forward.
• Provide advice and support to members in different departments within Bytes around M365 services.
• Driven to find solutions to reoccurring issues and automate for team understanding/future implementation.
• Detailed note keeping within tickets to ensure all issues are properly logged with clear plan of future actions.
• Ready to use training resources available to increase knowledge about M365 and collaboration across the wider team.