Senior Support Engineer

6 days ago

Singapore OPENSOURCE PTE. LTD. Full time

We are looking for a highly skilled **Senior Support Engineer**to provide expert technical support and operational management for **Microsoft 365 and Messaging/Collaboration services**, covering cloud, on-premises, and SaaS-based environments. The engineer will be responsible for ensuring **service availability, reliability, and performance**in a **24x7 operational environment**, adhering strictly to industry-standard **ITIL processes**.

**Key Responsibilities**:

- Deliver advanced technical support for:
**Microsoft 365 Suite**:Exchange Online, Teams, SharePoint, OneDrive
**Security & Compliance**:Microsoft Defender for M365, Compliance Center, DLP, Conditional Access (CA) policies
**Anti-spam and Anti-phishing tools**:

- Manage and troubleshoot **incidents, problems**, and complex **service requests**as part of **day-to-day IT operations**in cloud, on-premises, and SaaS environments.
- Act as **escalation point**for L1/L2 support teams, providing **guidance and root cause analysis**.
- Ensure **proactive monitoring, availability, and capacity planning**for Microsoft 365 and messaging infrastructure.
- Execute routine tasks such as **patch management, backup verifications, health checks, and security audits**.
- Document **operational processes, incident reports**, and maintain **knowledge base articles**.
- Liaise with vendors (e.g., Microsoft Support) for **troubleshooting and incident resolution**.

**Optional / Good to Have**:
**Experience in Directory & Authentication**:

- Active Directory (AD), AD Federation Services (ADFS), Microsoft Entra ID (Azure AD)
- LDAP, DNS, PKI Infrastructure
- Federation protocols (SAML, OAuth), Azure MFA
- Identity lifecycle management and security

**Cross-Technology Support Clause**:
**Requirements**:

- Minimum **5+ years**of relevant **IT operations/support experience**, with strong expertise in **Microsoft 365 and Messaging services**across cloud, on-premises, and SaaS models
- Proven experience working within an **ITIL-based operational environment**; **ITIL Foundation certification**preferred
- Ability to work effectively in a **24x7 shift-based or on-call support model**:

- Strong **analytical, problem-solving, and stakeholder communication**skills

**Preferred Certifications**:

- ITIL Foundation Certification
- Microsoft certifications (e.g., MS-102, MS-203, SC-300)

**Skills**:

- Microsoft 365 Administration and Security
- Exchange Online and Hybrid Management
- Messaging Security and Compliance
- ITIL Service Management Practices

**Working Hours**:

- Flexibility to participate in **24x7 support rotations**, including **shifts or on-call duties**, as per organizational requirements

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