Job Description & How to Apply Below
Job Summary:
Helpdesk Support Engineer (Microsoft 365 Administrator & International Voice Support)
We’re looking for a customer‑centric Helpdesk Support Engineer who can own day‑to‑day end‑user support while administering Microsoft 365 services and handling voice/telephony issues for international calling. You’ll be the frontline for tickets, remote support, endpoint troubleshooting (Windows/Mac/mobile), and will manage M365 workloads (Teams, Exchange Online, SharePoint, One Drive, Intune/Endpoint Manager).
Experience with Teams Voice/PSTN/SIP, call routing, QoS, and SBCs is essential.
Key Responsibilities
- Provide L1/L2 helpdesk support for global users via ticketing system, email, and international voice calls.
- Troubleshoot and resolve endpoint issues (Windows, macOS, mobile devices), including hardware, OS, network, and application problems.
- Administer Microsoft 365 services: user management, license assignment, Exchange Online, SharePoint, One Drive, and Teams.
- Configure and support Teams Phone (international calling, PSTN/SIP, call queues, auto attendants, dial plans).
- Manage Intune/Endpoint Manager for device enrollment, compliance policies, configuration profiles, and application deployment.
- Implement and maintain security measures: MFA, Conditional Access, Bit Locker, Defender for Endpoint.
- Collaborate with telecom providers and SBC vendors to resolve international calling issues and optimize call quality.
- Utilize ITSM tools (e.g., Service Now) for incident, request, and change management following ITIL best practices.
- Ensure SLA compliance for response and resolution times; track and report SLA metrics regularly.
- Achieve high First Contact Resolution (FCR) by resolving issues during the initial interaction wherever possible.
- Document solutions, maintain knowledge base articles, and contribute to process improvements.
- Monitor system health, call quality analytics, and endpoint compliance; generate performance and SLA reports.
- Participate in on-call rotation and assist with major incident resolution.
Required Skills
- Microsoft 365 Administration
- User and license management (Entra /Azure AD)
- Exchange Online, SharePoint, One Drive, Teams configuration and troubleshooting
- Endpoint Management
- Hands-on experience with Intune/Endpoint Manager for device enrollment, compliance, and app deployment
- Troubleshooting Windows, macOS, and mobile devices (iOS/Android)
- International Voice Support
- Knowledge of Teams Phone, PSTN/SIP, SBC (Audio Codes/Ribbon), dial plans, call queues, auto attendants
- Ability to resolve international calling issues and optimize call quality (QoS, jitter, latency)
- Networking Fundamentals
- DNS, DHCP, TCP/IP, VPN, VLANs, QoS basics
- Security & Compliance
- MFA, Conditional Access, Bit Locker, Defender for Endpoint
- Technical Tools
- Ticketing systems (Service Now, Jira, Fresh service, etc.)
- Remote support tools (Quick Assist, RDP, Team Viewer, Any Desk)
- Scripting & Automation
- Basic Power Shell for M365 administration and reporting
- Soft Skills
- Excellent communication for international user support
- Strong problem-solving and documentation skills
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