Provide day-to-day operational support for Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, and related Microsoft 365 administrative functions.
Monitor service health, investigate alerts, and respond to incidents, outages, and user-reported issues in accordance with service level objectives.
Perform routine maintenance activities including configuration validation, policy review, license assignment support, mailbox and group administration, permissions updates, and hygiene tasks.
Troubleshoot and resolve escalated user and system issues involving mail flow, collaboration services, file access, mobile device connectivity, identity integration, and client configuration.
Support onboarding, offboarding, and user lifecycle activities across M365 services.
Execute standard service requests such as mailbox permissions, shared mailbox creation, distribution list updates, Teams and SharePoint access changes, and retention-related administrative actions.
Assist with administration of Entra ID objects and identity-related tasks such as group membership, role assignment support, conditional access troubleshooting, and synchronization issue triage.
Maintain and update technical documentation, knowledge articles, standard operating procedures, and support runbooks.
Work within ITSM processes for incident, service request, problem, and change management.
Support implementation and validation of approved changes in production environments.

3 to 6 years of experience supporting Microsoft 365 or related enterprise collaboration platforms.
Hands-on experience administering one or more of the following: Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, or Entra ID.
Experience troubleshooting common M365 operational issues including mail delivery, access problems, permissions, synchronization, and client connectivity.
Familiarity with Microsoft 365 admin centers and core operational tooling.
Experience using PowerShell for basic administration, reporting, or troubleshooting.
Understanding of IT service management practices such as incident, request, change, and problem management.
Experience working in an enterprise support or operations environment.
Strong written and verbal communication skills.
Ability to document procedures and communicate technical issues clearly to both technical and non-technical stakeholders.

MS 365 Operations & Maintenance Technician

Key skills