A customer-centric approach with a focus on delivering high-quality support. 

•  Strong verbal and written communication skills, with the ability to explain technical concepts to end users•    Understanding their requirements and creating a positive client experience throughout the total client journey. 
•  Flexible working in shifts supporting SGT or MYT time zone steady state operations. 
•  Individuals understand their own area and can perform all facets of their role. Good analytical, excellent communication and problem-solving skills - Energetic, self-motivated and self-sufficient in accomplishing tasks. 
• Works on abstract and complex problems requiring evaluation of intangible variables. 
• Integrates trends, data and information into plans, deliverables and recommendations. 
• Provides advanced technical support within area of expertise to clients on complex integration issues and escalation. 
• Participates in troubleshooting and resolution of client problems using integrated data processing and communication solutions.  
• Regularly exercises discretion and independent judgment on technical matters. 
• Good working knowledge and demonstrated ability utilizing systems, tools and procedures to accomplish job.  
• Builds deeper understanding of processes, procedures, customers and organization 
• Flexibility to adapt to changing technologies and environments, with a proactive approach to continuous learning 

​Technical Skillset 

• Provide advanced support for various M365 services, including Exchange Online and Microsoft Purview administration. Resolve complex technical issues and ensure minimal disruption to end users. 
•  Technical knowledge in data governance, security, and compliance, specifically focusing on data classification, sensitivity labeling, Data Loss Prevention (DLP), and insider risk management within Microsoft 365•    Configuring and fine-tuning anti-phishing, anti-spam, and anti-malware policies in defender for office 365 

• A Power Platform administrator oversees the governance, security, and day-to-day operations of an organization's low-code environment, including Power Apps, Power Automate, and Microsoft Copilot Studio 

• In-depth knowledge of SharePoint Online architecture, site collection administration, permissions models, and Microsoft 365 ecosystem Security hardening and patch/update management support 
• Collaboration components configuration management      
• Search engine configuration management and Content management configuration support 
• Configuration and Customization: Manage site collection administration, permissions, content types, lists, libraries, workflows, and templates. Configure advanced features such as hub sites, managed metadata, search optimization, and retention policies. 
• Utilize monitoring tools and analytics (e.g., Microsoft 365 Security & Compliance Center, SharePoint Admin Center) to track usage, performance, and compliance metrics. Generate and present regular reports to management. 

• Experience and knowledge of the following technologies: 
• MS Teams , Direct routing, Enterprise voice o Creating and routing of Zoom Telephony 
• Manage MS Teams that reside in a cloud environment or obtained as a hosted Service 
• Manage and maintain the M365 environment, ensuring it is secure, up-to-date, and compliant with organizational policies. Perform regular system monitoring, maintenance, and optimization tasks 
• Implement and manage security measures to protect the M365 environment from threats. Ensure compliance with industry standards and organizational policies, including data protection and privacy regulations 

• Maintain thorough documentation of the M365 environment, including configurations, changes, and troubleshooting procedures. Generate regular reports on system performance, usage, and security 
•  The ability to identify and implement innovative solutions to improve the efficiency and performance of M365 services 
• Knowledge of ITSM tools/platform to perform Request, Incident, Change and problem management.  
• Steady state support to the messaging infrastructure, handling on-call responsibilities, complex issues, escalations, server maintenance activities etc. 
• Stay up to date with the latest M365 features, updates, and best practices. 
• Identify opportunities for improving M365 service delivery and user experience.