About The Position
The Tier 2 M365 System Administrator plays a vital role in managing, supporting, and optimizing Microsoft 365 environments for our organization. This position bridges the gap between frontline support and engineering teams, ensuring efficiency, reliability, and security across all M365 services. The administrator leverages advanced troubleshooting skills, deep technical expertise, and strong communication abilities to resolve escalated issues, implement system improvements, and contribute to the seamless digital experience of end-users.
Requirements
- Education: Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred. Equivalent professional experience considered.
- Certifications: Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Fundamentals, or similar certifications highly desirable.
- Professional Experience: Minimum 2-4 years in IT support or administration roles, with at least 1 year supporting Microsoft 365 environments.
- Technical Mastery: Demonstrates deep familiarity with Microsoft 365 services, troubleshooting workflows, and support protocols.
- Responsiveness: Delivers timely and accurate solutions to escalated problems, minimizing disruption to business operations.
- Collaboration: Works effectively across IT teams and with vendors to resolve complex technical challenges.
- Continuous Improvement: Seeks opportunities for skill development and system enhancement, adapting to evolving business and technology needs.
- Security Awareness: Maintains vigilance regarding data protection and privacy, supporting organizational compliance goals.
- Proficiency in Microsoft 365 administration portals (Exchange Online, SharePoint Online, Teams, OneDrive).
- Experience with Azure Active Directory and identity management.
- Strong understanding of M365 security, compliance settings, and best practices.
- Familiarity with PowerShell scripting for automation and bulk operations.
- Knowledge of network fundamentals relevant to M365 connectivity and performance.
- Ability to interpret logs, usage reports, and monitoring dashboard data.
Nice To Haves
- Previous Tier 2 or Tier 3 IT support experience in mid-to-large organizations.
- Experience with hybrid Microsoft 365 and on-premises Exchange/SharePoint/Active Directory environments.
- Familiarity with M365 migration tools, processes, and troubleshooting.
- Exposure to endpoint management tools such as Intune.
- Knowledge of ITIL service management principles.
Responsibilities
- Escalated Incident Management: Respond promptly to and resolve Tier 2 escalations related to Microsoft 365, including Exchange Online, SharePoint Online, Teams, OneDrive, and other M365 services.
- Advanced Troubleshooting: Diagnose complex technical issues, investigate root causes, and collaborate with Tier 3 or engineering teams for persistent or critical incidents.
- User Account Administration: Manage user accounts, groups, licenses, and permissions in Microsoft 365 Admin Center and Azure Active Directory.
- Service Optimization: Monitor system performance and usage, implement best practices, and recommend improvements for reliability, security, and user experience.
- Change and Configuration Management: Assist with configuration changes, updates, and rollouts, adhering to organizational change management processes.
- Documentation and Knowledge Sharing: Maintain clear records of troubleshooting steps, resolutions, and system changes. Develop knowledge base articles and contribute to training materials for Tier 1 staff and end-users.
- Security and Compliance: Support the implementation and monitoring of security controls, policies, and compliance requirements within the M365 environment.
- Collaboration and Communication: Work closely with IT colleagues, stakeholders, and vendors. Communicate technical information effectively to non-technical users.
- Service Request Fulfillment: Process service requests related to mailbox management, access provisioning, data recovery, and application integration.
- Proactive Monitoring: Utilize monitoring tools and dashboards to detect and address performance issues, outages, or vulnerabilities before they impact users.
- Support Automation: Identify opportunities for automation in administrative tasks, leveraging PowerShell and other scripting tools.
- Backup and Data Recovery: Assist in managing data backups, retention policies, and restoring data as needed for business continuity.
Benefits
- Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus
- Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership
- Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences
- Hybrid work and flexible working hours, employee assistance programme
- Global internal wellbeing programme, access to wellbeing apps
- Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations
- Robust healthcare and benefits including Medical, Dental, vision, Disability coverage, and various other benefit options
- Flexible Spending Accounts (Medical, Transit, and Dependent Care)
- Employer Paid Life Insurance and AD&D Coverages
- Health Savings account paired with our low-cost High Deductible Medical Plan
- 401(k) Safe Harbor Retirement plan with employer match with immediately vest
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
