The Managed Services Engineer – End-User Computing / Microsoft 365 is responsible for resolving escalated Microsoft 365 and modern workplace incidents, changes, and service requests for ZainTECH's Managed Services customers. The role primarily supports the End-User Computing (EUC) pod while also providing Microsoft 365 tenant administration support to the Cloud & Compute (CC) pod.

The role plays a critical part in ensuring customer productivity and service continuity across endpoints, Microsoft Intune / Mobile Device Management (MDM), end-user identity, collaboration tools, Teams Voice and Rooms, and printing services. It also supports Exchange Online, Entra ID tenant administration, licensing, and SharePoint Online. Working closely with the Service Desk, Technical Leads, and Microsoft vendor support, the Engineer ensures SLA-compliant service delivery, effective customer communication, and continuous improvement through knowledge documentation and operational runbooks.

Responsibilities:

End-User Computing & Microsoft 365 Support

• Resolve escalated Microsoft Intune / MDM issues, including device enrolment, compliance and configuration policies, Autopilot, application deployment, and certificate profiles.
• Troubleshoot end-user identity and access issues in Entra ID, including sign-in failures, MFA, Conditional Access impacts, and self-service password resets.
• Provide technical support for Microsoft Teams, including chat, meetings, calling, Rooms, and Direct Routing, as well as collaboration access across SharePoint Online and OneDrive.
• Manage customer user onboarding and offboarding processes in accordance with established runbooks, including licensing, mailbox provisioning, device management, and access removal.
• Troubleshoot Microsoft 365 applications and Outlook client issues escalated by the Service Desk.

Cloud & Compute – Microsoft 365 Tenant Administration

• Administer Exchange Online, including mail flow, connectors, mailbox and shared mailbox changes, migrations, retention policies, and litigation holds.
• Manage Microsoft 365 tenant settings, licensing, groups, and external sharing policies in coordination with L3 and Tower Technical Leads for design-related changes.
• Utilize PowerShell, including Exchange Online and Microsoft Graph, for diagnostics, bulk administrative changes, and automation.

Incident, Request & Change Management

• Own escalated incidents and service requests in ServiceNow from assignment through resolution and closure, ensuring compliance with contracted SLAs.
• Execute standard changes in accordance with established change management processes and raise normal changes for Change Advisory Board (CAB) approval.
• Open and manage Microsoft support cases on behalf of customers when vendor assistance is required, ensuring timely escalation to L3 teams when necessary.

Customer Communication & Engagement

• Maintain regular customer communication throughout incident resolution, providing clear updates, identifying ticket ownership, and confirming the next update timeframe.
• Validate issue resolution with customers before closing tickets, ensuring service quality and minimizing ticket reopen rates.
• Communicate professionally and effectively through written correspondence and calls in English and Arabic, as required by GCC customers.

Knowledge Management & Continuous Improvement

• Develop and maintain knowledge articles and operational runbooks following recurring incidents and technical issues.
• Contribute to Root Cause Analyses (RCAs) following major or recurring incidents.
• Maintain accurate technical documentation throughout troubleshooting and resolution processes to ensure knowledge sharing and repeatability of solutions.
• Identify opportunities to improve support processes and strengthen knowledge management practices.

Team Collaboration & On-Call Support

• Participate in the on-call rotation alongside regular business-hours support coverage.
• Provide technical guidance and coaching to Service Desk L1 engineers, supporting capability development and the shift-left approach.
• Collaborate closely with the Team Lead, L3 / Tower Technical Lead, Service Desk, and Microsoft vendor support to ensure effective incident resolution and service delivery.

Our Culture & Code of Conduct:

At ZainTECH, we take pride in a culture built on collaboration, innovation, and uncompromising integrity. We are looking for individuals who share these values and are committed to customer-centricity and ethical excellence. All employees are expected to uphold our Code of Conduct, which serves as a guiding framework for responsible behavior across everything we do — from how we work with each other to how we engage with clients and partners globally.

Requirements

• 3+ years of enterprise Microsoft 365 support experience at Tier 2 or above, preferably within Microsoft Enterprise / Premier Support, a Managed Service Provider (MSP), or a large enterprise IT team.
• Hands-on experience supporting Exchange Online, Entra ID, SharePoint Online / OneDrive, Microsoft Teams, and Intune.
• Experience using PowerShell for Microsoft 365 administration and troubleshooting.
• Experience working within SLA-driven environments and using ticketing systems, preferably ServiceNow.
• Strong hands-on technical proficiency, with skills rated at least 3/4 in three core technologies: Intune, Entra ID, and Exchange Online / Microsoft 365.
• Familiarity with ServiceNow, N-able, and PAM tools is an advantage.
• Degree in IT, Engineering, or a related field, or equivalent practical experience.
• Required Certifications: Microsoft 365 Certified: Administrator Expert (MS-102), MD-102 (Endpoint Administrator), MS-900, CompTIA A+, or ITIL 4 Foundation.
• Preferred Certifications: AZ-104 , SC-300 (Identity and Access Administrator) , MS-700 / MS-721 (Teams) , AZ-900 , ITIL 4 Foundation.