Systems Engineer

About the Role: Microsoft 365 Support Engineer at MKS Inc.

MKS Inc. is seeking a highly skilled and motivated Microsoft 365 Support Engineer to join our dynamic team in Gurgaon/Gurugram, India. In this role, you will be instrumental in providing comprehensive technical support, expert administration, and efficient troubleshooting for our Microsoft 365 services. Your primary objective will be to ensure the high availability, robust security, and optimal performance of all M365 applications, while simultaneously delivering exceptional end-user support and a positive user experience.

Key Responsibilities

• Offer L2/L3 technical support for a wide range of Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, Microsoft Teams, and Azure Active Directory (now Microsoft Entra ID).
• Diagnose and resolve complex issues related to email flow, mailbox management, Teams collaboration functionalities, and various M365 applications.
• Manage user accounts, assign licenses, and configure security settings within Microsoft Entra ID (Azure AD), including Multi-Factor Authentication (MFA) and Conditional Access policies.
• Configure and maintain critical mail flow rules, transport rules, data retention policies, and other compliance-related features to ensure data governance and security.
• Provide support for hybrid environments, seamlessly integrating On-Premises Exchange with Exchange Online.
• Proactively monitor M365 service health, respond promptly to incidents, and manage outages to minimize disruption.
• Conduct thorough root cause analysis for recurring issues and implement effective preventive measures.
• Develop and maintain comprehensive technical documentation, Standard Operating Procedures (SOPs), and knowledge base articles.
• Collaborate effectively with Microsoft Support for escalations and advanced issue resolution when necessary.
• Ensure strict adherence to all relevant security and compliance standards and best practices.

Required Skills & Qualifications

• Demonstrate strong hands-on experience in administering Microsoft 365 environments.
• Possess expertise in Exchange Online, covering mailbox management, mail flow configuration, and advanced troubleshooting.
• Exhibit good knowledge of Microsoft Teams, SharePoint Online, and OneDrive functionalities and administration.
• Solid experience with Azure AD / Microsoft Entra ID, including MFA implementation and Conditional Access policy configuration.
• Possess a fundamental understanding of PowerShell for automating M365 administration tasks.
• Familiarity with Microsoft Defender, the Microsoft Purview Compliance Portal, and Microsoft Intune is preferred.
• Experience utilizing ITSM tools such as ServiceNow or Jira for ticket management and workflow automation.
• Exhibit strong analytical and troubleshooting skills, coupled with excellent verbal and written communication abilities.

Education & Experience

• A Bachelor's degree in Information Technology, Computer Science, or a closely related field is preferred.
• Possess 2 to 5 years of relevant experience in Microsoft 365 or cloud support roles.
• Relevant Microsoft certifications such as MS-900, MS-102, or equivalent are considered a significant advantage.

Soft Skills

• Cultivate a strong customer-focused mindset, prioritizing end-user satisfaction.
• Demonstrate the ability to work effectively both independently and as part of a collaborative team.
• Possess excellent documentation and interpersonal communication skills.
• Show willingness to work in shifts or provide on-call support as required by business needs.