Systems Engineer, M365-SD

3 weeks ago

Singapore TOSS-EX PTE. LTD. Full time
Roles & Responsibilities

The Systems Engineer is responsible for providing M365 related technical support to users through the analysis and resolution of technical incidents and service requests. The role also required to be involved in all escalated customer issues where required to provide a positive business outcome. These will include but are not limited to: Major Incident Management, Problem and Change Management, Service Improvement, Process Improvements, customer relationship engagement, onboarding , reporting, Windows OS, M365 Applications, perform software/hardware installation, assist in maintain EUC related technical documentations, as well as assist in EUC related projects which including but not limited to new customer onboarding/offboarding especially on M365 related products.

Responsibilities:

(Describe the important end results of the job, i.e., what has to be achieved and why. Start

with the most important and number each one separately)


• Provide expertise and guidance on the potential use of all M365 applications.


• Support customer for M365 related applications including Exchange Online, MS Teams,OneDrive,

Defender, Intune/Autopilot, SharePoint Online and other M365 core services.


• Be an advocate and provide best practices for use of all M365 products.


• Performs troubleshooting as required. Leads problem-solving efforts often involving outside

vendors and other support personnel and/or organizations.


• Perform administration tasks (Azure Active Directory) including user/group administration,

security permissions, group policies, systems configuration, research event log warnings and

errors, and resource monitoring.


• Interact with the service desk and other teams to assist in troubleshooting, identify root cause,

and provide technical support when needed.


• Develop and maintain product and/or service documentation and knowledge base articles.


• Other duties as may be delegated by the Manager or Team Lead from time to time.


• Deliver training for employees on using M365 applications articulating the technical capabilities in

a non-technical manner.


• Be the escalation point for the internal helpdesk system for M365 related issue.


• Knowledge and hands-on experience with MS Intune and Autopilot is a MUST.


• Good in Microsoft Power Platform and Microsoft Power Automate will be an added advantage.


• Support Windows OS, desktop/laptop related software & hardware when needed.


• Conduct hardware/software installations based on customer's requirements and company

specifications.


• Perform Root Cause Analysis (RCA) for End User Computing (EUC) related (*Including M365

related products) service problems as part of problem management.


• Liaise with support vendors for maintenance, support or issues resolution.


• Work with Team Lead, team members & customers to achieve high level of customer satisfaction.


• Point of contact for assessing any new workplace related products/endpoint management tools.


• Involve in the EUC related transition as and when required. Represent the workplace team to

assist Transition Manager on the end-to-end transition for EUC

Requirements:

(Indicate the qualifications, education, associated training, background knowledge, skills

and attributes to perform the job competently)


• Degree/Diploma in Computer Science/IT.


• Minimum 3 years of working experience in Microsoft 365 Technologies.


• Experience in Microsoft Intune is a must (*Including Packaging, Deployment, Reporting,

Troubleshooting, Policy creation, MS Patching).


• Experience in supporting M365 user


• MS Azure related certification (mandatory)


• Ability to work independently under pressure to meet project timelines with quality work.


• Possess knowledge in IT networking to troubleshoot computer 1st level networking problems


• Possess IT skills in MS Windows, M365, desktop hardware and network environments


• Strong organizational, interpersonal skills and customer oriented


• Excellent verbal and written communication skills


• Independent and results oriented


• Willing to work on flexible schedule depending on business need


• Ability to work non-deskbound and flexibility to travel to multiple sites as and when required

Tell employers what skills you have

Troubleshooting
Azure
Hardware
Change Management
Ability To Work Independently
Active Directory
Root Cause Analysis
Administration
Windows OS
SharePoint
Networking
Pressure
Windows
Customer Satisfaction
Technical Support

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