Technical Support Technician

Description

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