ETS Ops Lead Technical Support Engineer

Accountabilities & Responsibilities · Provide technical support activities for the Microsoft 365 (M365) operations team, including strategic planning, tactical execution, response to tickets, and technical writing for knowledge base articles. · Provide technical support role for system administration and operations of all Microsoft 365 services as well as security, compliance, and governance efforts. · Partner with team members and insourced/outsourced technical staff to ensure end user needs are well understood, agreed upon, and met. · Stay current on M365 features and capabilities including new features, functionality and participate in roadmap creation. · Research, develop, and understand M365 solutions and how they impact employee experience. · Participate in compliance and security improvement activities as necessary, including working closely with internal teams to build security, reliability, and scalability into the Microsoft 365 environment. · Work collaboratively with internal stakeholders to maximize functionality and user experience. · Participate in technical discussions with stakeholders that drive decisions, improvement opportunities and implementation plans. · Participate in the life cycle management of the Microsoft 365 platform. Required Knowledge, Skills and Abilities · Ability to visualize, articulate, and solve complex problems. · High standard of organizational skills and strong attention to detail. · Strong knowledge of the Microsoft 365 Enterprise Suite of Applications. · Understands the strategy, organizational authority, interdependence of job duties, systems, and services of an enterprise and how to operate within them. · Understands the importance of employee experience and its benefit to company performance. · Understands information data flow and how business users interact within and outside an organization. · Ability to work in a global organization with insourced and outsourced team members. · Ability to define specifications from user requirements. · Prepares written materials to meet purpose and audience. · Develops and maintains positive relationships with internal and external teams. · Works cooperatively and collaboratively within a group. · Must be an independent problem solver with troubleshooting, decision-making and analytical skills. Education and Technical Experience · Bachelors or Associate's Degree in Information Technology, Computer Science, Computer Engineering, or equivalent Certificates required. · 8+ years progressive experience as a Microsoft 365 engineer in an enterprise environment. · Expert knowledge of Microsoft 365 Platform including; Exchange Online, SharePoint Online, Teams and Teams Voice, Security & Compliance Center, Microsoft 365 Apps, OneDrive for Business, Yammer and Stream. · In-depth knowledge of Microsoft 365 licensing, features, and policy management. · Solid understanding of the Microsoft 365 roadmaps and future developments for productivity tools to ensure smooth introduction and implementation. · Possesses broad knowledge of Microsoft 365 technical architecture and the inter dependencies with enterprise services in Microsoft 365/Azure stack. · Experience in the implementation of advanced functions of Microsoft 365 Security and Compliance center, Microsoft Federation Integration with Microsoft 365, Azure and Identity Management. · Implementation-level experience working with and supporting Office 365 in a mid to large organization. · A combination of education and experience providing equivalent knowledge. 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