Workforce Productivity Engineer

Copeland is seeking an experienced M365 Support Engineer to play a key collaborative role in the success of IT support and operations. This role will be at the forefront of resolving technical issues and administering the M365 environment for stable and efficient operations of the M365 suite, including Email, Teams, OneDrive, SharePoint, Power Automate/Apps, Viva suite (Engage, Connections), and Office/Outlook/OneDrive client app configuration. The successful candidate will have excellent problem-solving, troubleshooting, customer engagement, customer communication and organizational skills.

Responsibilities

• Administration for M365 collaboration services. Provide day-to-day administration and Level 3 support of M365 suite.

• Work cross-functionally within IT and organizational/external partners to implement and maintain collaboration services to meet enterprise objectives.

• L3 escalations / Incident management, Major Incident participation and resolution, including root cause analysis and problem report, within defined Service Level Agreement durations.

• Monitor health and performance of M365 services and apps. Work with Microsoft and other vendors to track outages to vendor SLAs and to facilitate timely service desk and user communications.

• Create and execute monitoring, reporting and automation tools, including Powershell and Graph scripts where appropriate, to proactively identify issues and implement improvements to ensure optimal performance and availability. Manage lifecycle of sites, teams, mailboxes etc.

• Implement new features and updates to M365 services and apps. Ensure team, department and organizational policies and procedures are adhered to including technical change management.

• Conduct security assessments and implement identified measures to protect users and data. Ensure that Workforce Productivity tools adhere to security standards and compliance regulations.

• Work with Information Security team as needed, to prioritize security.

• Build technical documentations including M365 configuration, support/troubleshooting procedures, best practices, security guidelines.

• Build user product documentation and training content for efficient and appropriate use of productivity tools.

• Provide additional support and guidance to users as needed. This includes explaining products, features, issues and ideas in a clear and concise fashion to non-technical users.

• Stay current with the latest M365 roadmap, updates and best practices. This includes participating in relevant professional development activities. Mentorship and knowledge-sharing with other team members as may be needed.

• Work in rotated shifts, for the team to provide for 24x7 support.

Required Qualifications

• B. Tech in Information Systems/Computer Science/IT or bachelor’s degree in a related field.

• 5 to 8 years administering and supporting M365 tenant for a large global workforce –

o Configuration and Support of SharePoint Online, OneDrive, Teams.

o Configuration and Support of Exchange Online.

o Configuration and Support of Power Platform.

o Configuration and Support of Office, Outlook, and Teams client apps.

• Knowledge of secure protocols and compliance standards.

Preferred Experience

• Administration and Support of Groups, Forms, OneNote, Whiteboard, Project, Viva Suite, Loop.

• AD/AAD (sync/Conditional Access/AIP/ App registrations/etc).

• MS Graph API, Copilot, Audio Conferencing, Live Events, MS Purview, Teams Telephony, Intune.

• M365 license management.

• Service Now (managing and resolving incidents).

• Migrations (M365/SPO/Exchange Online).

• Microsoft 365 certified Enterprise Administrator expert / Certification in SharePoint Online and Microsoft Teams