NRI North America
Managed Services
SeniorMicrosoft365Engineer
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“Senior Microsoft 365 Engineer at NRI North America. Skills: Microsoft 365, M365 Security, Entra ID, Microsoft Defender. Respond to level two issues. Handle escalations from NOC”
What You'll Achieve.
Provide exceptional support for clients; Identify opportunities for optimization; Identify opportunities for improvement
Industry & Context.
Troubleshoot advanced issues
Second Shift, 4:30 pm ET and 1:30 am ET, Sunday through Thursday, Tuesday through Saturday, On-call rotation, After hours work, Weekend work
What They're Looking For.
Must Have
3 to 5 years of technical support, 3 to 5 years of design and implementation experience with Microsoft 365 Collaboration technologies, Entra ID experience, Microsoft Defender experience, Microsoft Exchange Online experience, Microsoft Endpoint Configuration Management experience, Microsoft Intune experience, Microsoft SharePoint Online experience, Microsoft Teams experience, Microsoft OneDrive for Business experience, Knowledge of Microsoft 365 cloud solutions, Microsoft 365 management and administration, Scripting for automation (i.e., PowerShell, VBScript, etc.), MS-102 certification, SC-200 certification, SC-300 certification, SC-900 certification
Nice to Have
Three or more years in Microsoft environment, Three or more years in M365, Experience with on-premises Microsoft Technology, Intermediate understanding of Active Directory, Intermediate understanding of Group Policy, Microsoft Sentinel Understanding, Experience working for an MSP, Experience navigating ticketing systems, Experience using monitoring tools
What You'll Do.
Respond to level two issues
Handle escalations from NOC
Handle escalations from service desk
Focus on M365 Security
Provide exceptional support
Resolve issues reported in M365 tenant
Escalate issues reported in M365 tenant
React to cases submitted
Resolve cases submitted
Troubleshoot advanced issues
Provide solution options
Provide recommendations
Provide escalation within M365 tenant
Conduct proactive performance assessments
Identify opportunities for optimization
Identify opportunities for improvement
Aid team members in resolution
Assist with information gathering
Assist with reporting to clients
Assist with reporting to CSMs
Collaborate with senior engineers
Escalate issues as needed
Develop technical knowledge base articles
Maintain technical knowledge base articles
Update technical knowledge base articles
Interact with clients
Collaborate with peers
Participate in on-call rotation
How You'll Work.
Team & Collaboration
Senior members of managed services; Other team members; Senior engineers; Peers across Managed Services
Communication Scope
Client interactions
Full Job Description
## Description The Senior Microsoft 365 Engineer is responsible for responding to level two issues that arise and escalations from the Network Operations Center or service desk. The concentration of the Senior Microsoft 365 Engineer for this position will be on M365 Security as the main focal point. Proactively work with Senior members of the managed services practice to provide exceptional support for our managed client portfolio. Types of client support requests can be, but are not limited to, resolving, or escalating issues reported or identified in an M365 tenant. The hours for this role will be between 4:30 pm ET and 1:30 am ET either Sunday through Thursday or Tuesday through Saturday. ## Essential Duties React and resolve cases submitted or automatically alerted by monitoring tools Troubleshoot advanced issues and provide solution options and recommendations Proactively provide escalation within M365 tenant environment Conduct proactive performance assessments of clients' M365 environments, identifying opportunities for optimization and improvement. Aid other team members in the resolution of cases within the scope of skillset Assist with information gathering and reporting to either clients or Client Success Managers Collaborate with senior engineers to escalate issues as needed Develop, maintain and update technical knowledge base articles Some client interactions will be required Collaborate with peers across Managed Services Practice Participate in an on-call rotation After hours / weekend work may be a required All other duties as assigned ## Required Knowledge, Skills, and Abilities 3 to 5 years of technical support and/or design and implementation experience with Microsoft 365 Collaboration technologies for a Managed Services Provider Entra ID (Conditional Access Policies, MFA, Privileged Identity Management) Microsoft Defender (Endpoint, Policies, XDR, Cloud workload protections, DLP Policies) Microsoft Exchange Online (Online Protection) Microso
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