Job description

The Support Engineer- Microsoft 365 plays a critical role in resolving complex technical issues related to customer usage of the Microsoft 365 platform. The SE provides world-class technical support, leveraging deep product knowledge and troubleshooting skills to ensure customer satisfaction and operational continuity. The ideal candidate is highly motivated, customer-focused, and has a strong understanding of Microsoft 365 services, technologies, and architecture. They will manage customer cases through email, phone, and remote sessions; collaborate with cross-functional teams; and proactively recommend solutions and improvements. Key Responsibilities • Provide technical support to customers for Microsoft 365 services through phone and email. • Troubleshoot and resolve complex issues related to Microsoft 365 applications and configurations. • Escalate issues promptly when advanced expertise or additional resources are required. • Leverage knowledge of Microsoft 365 architecture to provide proactive customer guidance and recommendations. • Maintain high-quality documentation of all support cases. • Handle challenging and politically sensitive customer situations with professionalism. • Collaborate effectively across support and engineering teams to drive issue resolution. • Conduct knowledge transfer sessions and participate in daily ticket reviews. Qualifications Soft Skills • Strong interpersonal and customer-handling skills with a polished and professional demeanor. • Ability to quickly gather technical information and explain next steps clearly to customers. • Excellent verbal and written communication skills in English. • Demonstrable troubleshooting and problem-solving abilities. • Strong logical reasoning and analytical thinking. • Cross-team collaboration and adaptability in a fast-paced environment. • Passion for technology, continuous learning, and customer success. Experience • 2–3 years of technical support experience, preferably in a customer-facing or technical support role involving Microsoft 365 or related technologies. • Graduate degree (any discipline). • Fluency in English (spoken and written). Technical Requirements Core Microsoft 365 Skills • Hands-on experience with Office 365 Administration and tenant management. • Strong understanding of Active Directory, user provisioning, and identity management. • Familiarity with Azure AD, MFA (Multi-Factor Authentication), and hybrid configurations. • Knowledge of Office 365 licensing, migrations, and security compliance features. Specialization Areas Microsoft Teams & Skype for Business • Expertise in Microsoft Teams and Skype for Business administration and troubleshooting. • Hands-on experience resolving Teams sign-in, calling, and licensing issues. • Knowledge of Skype for Business Hybrid configurations and Server (2013/2016) roles. • Understanding of SharePoint Online and Azure integration as added advantage. Exchange Online (EXO) • Hands-on experience with Exchange Online administration and mail flow troubleshooting. • Knowledge of Security & Compliance Center, retention policies, and eDiscovery. • Proficiency in Outlook client troubleshooting and Office 365 migrations. • Familiarity with on-premises Exchange environments (2010, 2013, 2016). • Ability to conduct training and ticket review sessions. SharePoint Online & OneDrive for Business • Strong knowledge of SharePoint Online architecture, site types, and permissions. • Hands-on experience with metadata, content types, workflows, user profiles, and search. • Troubleshooting experience with OneDrive sync issues. • Understanding of retention policies, DLP, and point-in-time restore. • Basic knowledge of Azure AD Connect, DirSync, and related sync tools. • Familiarity with tools such as Fiddler, Search Query Tool, and SharePoint Designer. Preferred Skills (Nice to Have) • Experience with PowerShell scripting for Office 365 administration. • Knowledge of Microsoft Compliance, Security, and Governance frameworks. • Exposure to multi-service troubleshooting across Exchange, Teams, and SharePoint. • Microsoft certifications such as MS-900, MS-100, or MS-203 are advantageous. About BrickRed Systems: BrickRed Systems is a global leader in next-generation technology, consulting, and business process service companies. We enable clients to navigate their digital transformation. BrickRed Systems delivers a range of consulting services to our clients across multiple industries around the world. Our practices employ highly skilled and experienced individuals with a client-centric passion for innovation and delivery excellence. With ISO 27001 and ISO 9001 certification and over a decade of experience in managing the systems and workings of global enterprises, we harness the power of cognitive computing hyper-automation, robotics, cloud, analytics, and emerging technologies to help our clients adapt to the digital world and make them successful. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

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