Job Description:

The SharePoint Online & Power Platform Support Engineer will provide stable, secure, and compliant operational support .

The role is responsible for ensuring business continuity, platform governance, service stability, and user productivity across SharePoint Online and Power Platform solutions used by distributed project teams, corporate functions, and site operations.

The position requires strong technical troubleshooting capabilities, an understanding of Microsoft 365 governance, and the ability to work effectively with business stakeholders, platform SMEs, Microsoft Support, and global delivery teams.

Key Roles & Responsibilities

1. SharePoint Online Operational Support

• Provide technical and functional operational support for SharePoint Online, including:
  • SharePoint sites and site collections
  • Document libraries and lists
  • Metadata, content types, and permissions
  • SharePoint groups and security controls
  • Internal and external sharing
• Manage SharePoint site lifecycle activities:
  • Provisioning
  • Configuration and modification
  • Archival
  • Decommissioning
• Troubleshoot issues related to:
  • User access and permissions
  • Site and library performance
  • Search
  • Document synchronization
  • Version history
  • Content integrity
  • Sharing and access issues
• Support SharePoint, Microsoft Teams, and OneDrive integration for project collaboration.
• Investigate synchronization and document access issues involving OneDrive and SharePoint.
• Support SharePoint storage, quota, and site health-related activities.
• Assist with SharePoint governance and configuration standards.

2. Power Platform Support & Governance

• Provide operational support for:
  • Power Apps
  • Power Automate
  • Power BI from a support and administration perspective
• Support business solutions used for:
  • Project tracking
  • Approval workflows
  • Site operations
  • Reporting and dashboards
  • Business process automation
• Diagnose and resolve:
  • Power Automate flow failures
  • Connector issues
  • Authentication and connection problems
  • Data source errors
  • Permission issues
  • Power Apps performance and usability issues
  • Power BI refresh and access issues
• Monitor and troubleshoot Power Platform environments and solutions.
• Support controlled enhancements, configuration changes, and minor fixes within governed environments.
• Ensure compliance with:
  • Power Platform environment strategy
  • Data Loss Prevention (DLP) policies
  • Naming conventions
  • Connector governance
  • Solution ownership standards
  • Environment and application lifecycle standards
• Support escalation of complex Power Platform issues to relevant SMEs or Microsoft Support.

3. Incident, Problem & Change Management

• Operate within client-aligned ITIL service management processes, including:
  • Incident Management
  • Service Request Management
  • Problem Management
  • Change Management
• Provide timely resolution of incidents and service requests in accordance with agreed SLAs and OLAs.
• Perform root cause analysis (RCA) for recurring or high-impact issues.
• Identify opportunities for automation, standardization, and preventive actions.
• Coordinate with:
  • Account and customer stakeholders
  • Microsoft Support
  • SharePoint SMEs
  • Power Platform SMEs
  • Security and compliance teams
• Support major incident troubleshooting and technical escalations when required.
• Maintain accurate operational documentation, troubleshooting guides, SOPs, and knowledge articles.
• Ensure effective handover between shifts and support teams.

4. Security, Compliance & Governance

• Implement and support Microsoft 365 security and governance requirements across SharePoint Online and Power Platform.
• Manage and troubleshoot:
  • Role-Based Access Control (RBAC)
  • Microsoft 365 groups and security groups
  • SharePoint permissions
  • Secure sharing
  • External collaboration
• Support compliance requirements related to:
  • Data residency
  • Data retention
  • Information protection
  • Access governance
  • Data Loss Prevention
• Support audits, security reviews, and compliance assessments related to Microsoft 365 and Power Platform.
• Ensure solutions align with enterprise standards for data protection, security, risk management, and regulatory compliance.
• Identify security and governance risks and recommend appropriate remediation.
• Work with Microsoft Purview, Entra ID, and other Microsoft security/compliance services where required.

5. Stakeholder & End-User Engagement

• Act as a customer-facing technical resource for SharePoint Online and Power Platform services.
• Communicate clearly and professionally with business and IT stakeholders.
• Provide timely communication during:
  • Major incidents
  • Service disruptions
  • Planned maintenance
  • Changes
• Provide functional and technical guidance to business users.
• Participate in:
  • Service review meetings
  • Operational governance forums
  • Customer status calls
  • Technical discussions
  • Continuous improvement initiatives
• Support Microsoft 365 and Power Platform adoption initiatives
• Provide basic end-user training and knowledge transfer when required.

Technical Skills & Experience

Mandatory Technical Skills

• Strong experience in SharePoint Online administration and operational support.
• Hands-on experience with:
  • SharePoint sites and site collections
  • Lists and document libraries
  • Permissions and sharing
  • Metadata and content types
  • Version history
  • Search
  • OneDrive integration
  • Microsoft Teams integration
• Working knowledge of Microsoft Power Platform, including:
  • Power Apps
  • Power Automate
  • Power BI
• Experience troubleshooting:
  • Power Automate flows
  • Connectors
  • Data sources
  • Permissions
  • Authentication
  • Application access
• Good understanding of the broader Microsoft 365 ecosystem, including:
  • Microsoft Teams
  • OneDrive
  • Exchange Online
  • Microsoft Entra ID
  • Microsoft Purview
• Strong understanding of:
  • Microsoft 365 permissions
  • Security groups
  • RBAC
  • Sharing controls
  • Governance policies
  • DLP
• Experience working in enterprise-scale and regulated environments.
• Working knowledge of PowerShell for Microsoft 365 administration and troubleshooting is preferred.
• Familiarity with SharePoint Online and Power Platform administration through Microsoft 365/Power Platform admin center.

Soft Skills & Delivery Expectations

• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication.
• Ability to communicate effectively with technical and non-technical stakeholders.
• Strong customer-service and stakeholder-management skills.
• Ability to work independently and take ownership of assigned issues.
• Strong focus on service stability, risk reduction, and continuous improvement.
• Ability to work effectively in global delivery, shared-service, or dedicated delivery models.
• working in shift-based and 24x7 support environments.
• Ability to provide end-user guidance and basic training.
• Strong documentation skills with experience creating:
  • SOPs
  • Knowledge articles
  • Troubleshooting guides
  • Technical documentation

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