M365 Desktop Engineer

Job Summary

This position provides desktop support as the first contact point for customers. The role is responsible for delivering prompt assistance, addressing a range of IT topics and issues, and ensuring software, licenses, and operations comply with standards.
The engineer will also handle Microsoft 365 (M365) support tasks, including setup, troubleshooting, and maintenance of Outlook, Teams, OneDrive, and SharePoint environments.

Responsibilities | CORE

• Handle enrolment of users and endpoints into Microsoft 365 (M365) and Intune for account and device management

• Provide desktop support services to users

• Receive, prioritize, document, and resolve end user help requests

• Escalate incidents when necessary to maintain SLA expectations

• Perform imaging and re-imaging of systems

• Conduct asset inventories

• Escalate technical issues to third party vendors or resolver groups

• Update incident records accurately

• Create and update work instructions when required

• Document standards and procedures

• Provide support for Microsoft 365 (M365) applications including Teams, OneDrive, Outlook, and SharePoint

Essential Qualifications

• ITE or Diploma with minimum 1-3 years desktop support or IT-related experience

• Minimum 3 years of experience with Microsoft Windows 10 and Microsoft Office 365

• Basic skills in Active Directory, OneDrive, servers, networking, storage, and cloud technologies

• Clear spoken and written English

Preferred Attributes

• Previous IT helpdesk or call center support experience, including remote support

• Knowledge in supporting workstations and related components

• Good verbal and written communication skills

• Strong coordination and prioritization skills

• Ability to work with urgency and communicate effectively with team

• Ability to mentor and train junior engineers

• Able to manage small projects such as OS upgrades and software implementation

Professional and/or Technical Certifications

• CompTIA A+

• CompTIA Security+

• CompTIA Network+

• Microsoft Certified: Windows Client

• Microsoft Certified: Managing Modern Desktops

Responsibilities | PROJECT-SPECIFIC

• Provide M365-related migration and rollout support

• Participate in device and software standardization initiatives involving M365 integration