7020 - Microsoft 365 and IT Service Management Administrator
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Microsoft 365 Administration
User Licensing
- Manage user license assignments, allocations, and compliance within Microsoft 365.
Microsoft Teams
- Administer Teams environment, including channel setup, permissions, policy configurations, and third-party integrations.
- Troubleshoot issues related to meetings, chat, file sharing, and external access.
Intune (Mobile Device Management)
- Configure and enforce device compliance policies, deploy applications, and oversee mobile device management.
- Troubleshoot device enrollment, corporate-owned device management, and device compliance issues.
Exchange Online
- Administer Exchange Online for mailbox setup, email flow management, retention policies, and spam filtering.
- Resolve issues related to email delivery, calendaring, and user permissions.
SharePoint
- Manage SharePoint sites, document libraries, permissions, and workflows.
- Address issues related to file access, site performance, and integration with other Microsoft 365 services.
OneDrive for Business
- Administer OneDrive for file synchronization, sharing permissions, and data recovery.
- Troubleshoot synchronization issues, storage limits, and user access.
Microsoft Bookings
- Configure and support Microsoft Bookings for appointment scheduling and calendar management.
- Resolve issues related to booking page setup, calendar synchronization, and permissions.
Microsoft Defender for Endpoint and Applications
- Administer Microsoft Defender for Endpoint to maintain organizational endpoint security.
- Troubleshoot issues related to threat detection, device compliance, and application security.
Remote Monitoring & Management
NinjaOne
- Utilize NinjaOne RMM tools for device management, patching, and remote support.
- Develop and manage automation scripts, monitor system performance, and address endpoint security concerns.
Splashtop
- Use Splashtop for remote desktop support, configuration, and troubleshooting.
- Configure and manage remote access policies to ensure secure and effective remote support.
IT Service Management (ITSM)
- Ticketing Systems
- Manage and optimize IT service management workflows within a ticketing system, such as SolarWinds Samanage.
- Track performance metrics, ensure SLA compliance, and monitor service desk performance to enhance efficiency and service quality.
Required Skills
Minimum of three years of FTE experience in each area of Microsoft 365 administration, NinjaOne, Splashtop, and IT ticketing systems.
Strong proficiency in ITSM tools, remote support solutions, and advanced understanding of IT service workflows.
Familiarity with endpoint security principles and best practices for device management and support.
Excellent problem-solving and communication skills to effectively interact with end-users and IT teams.
Desired Skills
- Microsoft certifications in relevant areas of Microsoft 365 and endpoint security.
- Experience with ITIL-based service management and SLA tracking.
- Demonstrated ability to manage cross-functional support and troubleshoot complex technical issues.