The primary purpose of a Modern Workplace Engineer is to deliver exceptional customer support by addressing and resolving technical issues primarily related to Microsoft SaaS applications such as Office 365, Microsoft 365, Teams, and Exchange Online.
- Minimum Qualification: Degree
- Experience Level: Mid level
- Experience Length: 5 years
- Offer prompt and effective technical assistance to customers utilizing Microsoft M365 platforms, addressing their inquiries and troubleshooting issues.
- Manage and maintain devices using Microsoft Endpoint Manager (Intune), ensuring proper configuration, security policies, and compliance with Cyberlogic Gold Standards.
- Manage security features such as Windows Defender, BitLocker, and Conditional Access to ensure the protection of endpoints and data.
- Manage security best practices, including data protection, encryption, and multi-factor authentication, to safeguard devices and data.
- Manage collaboration tools such as Microsoft Teams, SharePoint, and OneDrive to enhance communication and productivity for end-users.
- Administer and manage Microsoft Exchange Online as part of the modern desktop environment. Configure and maintain Exchange Online settings, including user mailboxes, distribution groups, shared mailboxes, and security settings.
- Integrate and leverage Microsoft 365 Defender solutions to enhance threat detection, response, and overall security posture within the modern desktop environment.
- Collaborate with internal teams to configure and manage Defender components such as Microsoft Defender for Endpoint, Microsoft Defender for Identity, Microsoft Defender for Cloud Apps and Microsoft Defender for Office 365
- Utilize scripting languages and automation tools (e.g., PowerShell) to streamline processes, automate tasks, and enhance efficiency.
- Work with the internal teams to develop strategies for patching and updating devices, ensuring they are up-to-date with the latest security patches and feature updates
- Communicate with customers in a clear and concise manner, guiding them through technical solutions, best practices, and recommendations.
- Manage and resolve incidents by adhering to established incident management processes, ensuring timely resolution and minimizing the impact on customer operations.
- Collaborate with internal teams, such as core services and infrastructure, to escalate and resolve complex technical issues, ensuring proper communication and coordination.
- Actioning Requests for Change (RFCs) related to Microsoft M365 platforms, by reviewing proposed changes, assessing potential impacts, providing technical guidance, and ensuring that changes are implemented smoothly and in compliance with established procedures and policies. Coordinating with stakeholders to minimize disruptions and maintain service continuity throughout the change process.
- Setting and defining Microsoft M365 platforms' performance and health metrics, leveraging relevant monitoring tools to identify and address potential issues before they impact customers.
- Contribute to the team's knowledge base by documenting solutions, creating troubleshooting guides, and sharing insights and best practices with colleagues and customers.
- Collaborate with cross-functional teams, including pre-sales or professional services, to provide feedback, drive improvements, and enhance customer experiences.
- Stay updated with the latest trends, updates, and advancements within Microsoft 365 and modern desktop technologies through continuous learning and professional development.
- Assist with scheduled and support standby rostered after-hours work on client infrastructures as deemed necessary.
- Working with People
- Writing and Reporting
- Applying Expertise and Technology
- Coping with Pressure
- Presenting and Communicating
- Learning and Researching
- Planning and Organizing
- 5+ years of experience in an IT Engineering capacity
- 5+ years of experience supporting Microsoft Windows Desktop OS (Windows 10/11)
- 3+ years of experience with Microsoft 365 (Implementation/ Support/ Monitoring/ Management).
- 1+ years of experience with Microsoft Azure (Support/Monitoring/Management).
- MS-102: Microsoft 365 Administrator, or:
- MS-100: Microsoft 365 Identify and Services
- MS-101: Microsoft 365 Mobility and Security
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