We are seeking a mid‑level Microsoft 365 Messaging & Collaboration Operations IT Engineerto provide operational support for enterprise Microsoft 365 services, including SharePoint, OneDrive, Teams, Exchange,**Proofpoint**, Power Platform and other M365 collaboration services**.

This role supports day‑to‑day operations, advanced troubleshooting, and incident resolution for messaging services, ensuring reliability, security, and a positive end‑user experience. The engineer will partner closely with Tier 1 IT ServiceDesk, Identity and Access Management teams as well as Tier 3 engineers, IT Security, and external vendors.

Key Responsibilities

M365 Services Support

• Provide Operational support for Microsoft 365 services.

• Troubleshoot complex issues including SharePoint/OneDrive permissions, Teams call/channel support, mail flow, delivery failures, mailbox access, calendar issues, and client connectivity.

• Support Proofpoint for email security operations, including spam/phish analysis, message tracing, policy exceptions, and user‑reported threats.

Incident & Operational Support

• Resolve escalated incidents from Tier 1 within defined SLAs.

• Perform root cause analysis for recurring messaging issues and contribute to problem management efforts.

• Monitor service health dashboards and respond to alerts and service degradation events.

• Participate in change implementation and operational maintenance activities.

Power BI & Data Analytics

• Data modeling, analytics, and Power BI to design, build, and support enterprise‑grade solutions

• Integrate data from Microsoft 365 (SharePoint, OneDrive, Teams)and enterprise data sources (e.g., SQL, Azure data services).

• Strong Power BI and data skills with hands‑on experience across Microsoft 365 integrations, enabling data‑driven decision‑making and process optimization at scale.

• Leverage Dataverse whereappropriate, including data modeling and environment management.

Security, Compliance & Investigations

• Assistwith phishing and compromised account investigations in coordination with Security teams.

• Purview/sensitivity label operational support

• Support email‑related compliance activities such as message searches, eDiscovery requests, and retention‑related tasks (as directed).

• Follow security runbooks and escalation procedures for high‑risk or security‑related incidents.

Documentation & Continuous Improvement

• Maintain and update operational documentation, troubleshooting guides, and runbooks.

• Identifyopportunities to improve support processes, reduce ticket volume, and enhance service stability.

• Provide feedback and guidance to Tier 1 support to improve first‑contact resolution.

Required Qualifications

• 3–5 years of experience supporting enterprise messagingand collaborationsystems

• Hands‑on experience with Microsoft 365 /SharePoint / Teams /Exchange Onlinein a production environment.

• Experience supporting Proofpointor a similar enterprise email security solution.

• Strong troubleshooting skills related to email flow, DNS (SPF, DKIM, DMARC), and Outlook / client connectivity.

• Experience working in a Tier 2 support or operations role

• Familiarity with ITincident,problem,and changemanagement processes.

Preferred Qualifications

• Working knowledge of Microsoft 365 security and compliance concepts related to messaging.

• Experience supporting SharePoint Online, OneDrive for Business, and Microsoft Teamsin a production enterprise environment.

• Experience supporting hybrid Exchangeenvironments.

• Basic to intermediate PowerShellexperience for administrative or troubleshooting tasks.

• Experience with Microsoft Graph APIto support advanced troubleshooting, automation, and integration scenarios across Exchange Online, Teams, and other M365 services, enabling faster issue resolution and deeper service insights.

• Experience in alarge‑scaleor global enterprise IT environment.

• Solid understanding of data concepts(relational modeling, ETL/ELT, performance optimization).

• Knowledge of Microsoft Fabricconcepts and tooling.

• Relevant Microsoft or security certifications are a plus.

Core Skills & Attributes

• Strong problem‑solving and analytical skills.

• Clear communication skills for working with end users, support teams, and stakeholders.

• Ability to prioritize and manage multiple support issues simultaneously.

• Team‑oriented mindset with a focus on operational excellence and customer service.