Technical Support Technician

The Technical Support Technician responsible for delivering high-quality
end-user support while maintaining and optimizing modern workplace technologies,
primarily within Microsoft Azure and Microsoft 365 ecosystems. This role ensures
seamless operation of cloud and endpoint services to support business
productivity.

The technician will provide timely and effective technical assistance to 500+
in-person and remote users, resolving issues quickly and professionally. The
ideal candidate will have a strong foundation in Microsoft cloud services,
SharePoint administration, endpoint management, and security practices, along
with a proactive and customer-focused mindset.

KEY RESPONSIBILITIES

* Provide first-line and second-line technical support for Microsoft 365, Azure
services, and endpoint environments
* Troubleshoot issues related to Exchange Online, Teams, OneDrive, SharePoint
Online, and Azure AD (Entra ID)
* Administer and support SharePoint Online, including site management,
permissions, document libraries, and basic governance practices (must-have
skill)

* Experience with: 
* Power Automate / Power Apps 
* API-based integrations 

* Manage user lifecycle activities, including provisioning, access control,
and license assignment in M365
* Support and maintain Azure-based resources and identity services
* Diagnose and resolve hardware, software, and connectivity issues across
desktops, laptops, and mobile devices
* Monitor ticket queues and ensure adherence to SLA-driven support models
* Escalate complex incidents to specialized teams when required

* Assist Cloud, Security & Compliance: -
* Support management of Data Loss Prevention (DLP) policies across Microsoft
365
* Assist in maintaining data security controls, including sensitivity labels
and information protection policies
* Support endpoint security solutions (e.g., Microsoft Defender, Intune
policies)
* Possess basic understanding of Cloud-Native Application Protection
Platforms (CNAPP), including:
* Visibility into cloud security threats
* Vulnerability management concepts
* Risk prioritization across cloud environments

* Ensure adherence to organizational IT security standards and compliance
requirements

DESIRED SKILLS & EXPERIENCE

* 5+ years of progressive experience in systems administration 

* Strong hands-on experience with Microsoft 365 (Exchange, Teams, SharePoint,
OneDrive) and Azure AD / Entra ID
* Mandatory experience in SharePoint Online administration
* Familiarity with Microsoft Intune / Endpoint Manager
* Basic understanding of Azure infrastructure and cloud concepts
* Exposure to security and compliance features in M365 (DLP, Defender,
Conditional Access)
* Foundational knowledge of CNAPP tools and cloud security posture management

 EDUCATION  

* A master’s or bachelor’s degree in computer science, or an equivalent
qualification, is highly desirable. 
* Microsoft certifications related to SharePoint, M365, or Power Platform