#EG Helpdesk and Concierge Engineer (M365)

As a Helpdesk and Concierge Engineer you will serve as the subject matter expert (SME) within the service desk team. The position acts as the go-to person for a specific product, application, or domain, while also providing first level IT support via phone and remote tools.
The SME will also support and administer Microsoft 365 (M365) environments, including user account management, mailbox configuration, and issue resolution related to M365 applications and services.
What will you do?
Provide support, troubleshooting and administration for M365 (Microsoft) ecosystems such as Office, Outlook, Teams, OneDrive, SharePoint, Copilot, Intune etc
Liaise with second-level support on product enhancements and train team members
Update shared repository with changes in area of focus
Provide First Call Resolution (FCR) technical support via phone and email
Perform first level troubleshooting and escalate to resolver groups as required
Furnish timely updates to customers on issue status
Maintain ownership of cases until closure with accurate documentation
Manage customer expectations and escalate unusual surge issues to Team Lead
Classify and prioritize incidents, tracking progress and updates
Essential Qualifications
Proficient in spoken and written English
Strong technical skills in supporting desktops, notebooks, tablets, and smartphones
Knowledge and experience of Windows OS, Active Directory, and M365 (Microsoft) ecosystems / applications
Preferred Attributes
VPN and macOS support knowledge
Good understanding of hardware and peripherals
Experience in supporting WiFi and LAN connectivity
Familiar with:
M365 Admin Center (Users, Licenses, Service Health)
Teams/SharePoint/Exchange Admin Centers
Entra ID (Azure AD) – users, sign in logs (read), MFA settings
Intune portal – device/app basics
Professional and/or Technical Certifications
Microsoft 365 Certified: Fundamentals (MS 900) (strongly preferred)
CompTIA A+ (preferred)

Employment type
Contract

Work arrangement
No