Microsoft 365 Consultant (US Hours - 8pm - 5am KL time)
Doherty IT Solutions Sdn. Bhd.
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Benefits offered by this job
Job summary
Doherty Associates (DA) is seeking a senior Microsoft 365 consultant to join our global Managed Services team in Kuala Lumpur. You will act as the technical escalation point for complex Microsoft 365, Entra ID, Intune, Exchange Online, Teams, SharePoint, OneDrive, and Defender issues, while also contributing to Professional Services engagements.
You will design, implement, and optimise Microsoft 365 solutions, lead major incidents, and mentor engineers across the family of Microsoft 365
Qualifications
- Strong hands-on experience supporting and administering Microsoft 365 environments.
- Experience in MSP/Managed Services or customer-facing support.
Responsibilities
- Act as the primary Microsoft 365 escalation point for complex issues across Entra ID, Intune, Exchange Online, Teams, SharePoint Online, OneDrive, Conditional Access, and related cloud services.
- Lead technical discussions during major incidents and service reviews.
- Design and implement Microsoft 365 solutions and migrations aligned to best practices.
- Mentor Service Desk and Engineers in Microsoft 365 technologies.
Skills
Tools
Job description
Doherty Associates (DA) has been delivering advanced IT solutions for over 30 years to some of the world’s most demanding professional and financial services organisations.
We hold multiple Microsoft Solutions Partner designations, operate as a Tier 1 Microsoft Cloud Solution Provider (CSP), and are ISO27001 & ISO9001 accredited.
Our global Managed Services teams in London and Kuala Lumpur provide true 24/7 support across a diverse, enterprise-grade client base. As part of our continued growth, we are expanding our Enterprise Services Team (EST) with senior technical leadership roles to support our US customer base.
We are looking for an experienced M365 consultant to join our global Managed Services team based in Kuala Lumpur.
This role is primarily focused on providing senior-level Microsoft 365 expertise within our Managed Services function, acting as the technical escalation point for complex Microsoft 365, Entra ID, Intune, Exchange Online, Teams, SharePoint, and security-related issues.
In addition to supporting Managed Services, you will contribute to Professional Services engagements, helping design, implement, optimise, and transition Microsoft 365 solutions into operational support. This provides the opportunity to remain hands‑on with new technologies while supporting customers throughout the full lifecycle of their Microsoft 365 environments.
You will act as the primary technical point of contact for assigned customers on Microsoft 365-related matters, building trusted relationships with key stakeholders and providing technical leadership during critical incidents, major outages, service escalations, and platform improvement initiatives.
The successful candidate will combine strong troubleshooting and operational experience with the ability to deliver project work, customer consultancy, and technical leadership across Microsoft 365 technologies.
You will work closely with Service Desk, Managed Services, Security, Project Delivery teams, and customer stakeholders to ensure secure, stable, and well-governed Microsoft 365 environments.
Act as the primary Microsoft 365 escalation point for complex technical issues across Entra ID, Intune, Exchange Online, Teams, SharePoint Online, OneDrive, Conditional Access, and related Microsoft cloud services.
Serve as the primary customer‑facing technical lead for Microsoft 365‑related incidents, escalations, and service improvements.
Act as the technical owner during major incidents affecting Microsoft 365 services, coordinating investigation, remediation activities, stakeholder communications, and root cause analysis.
Provide clear and regular updates to customer stakeholders during service‑impacting incidents.
Troubleshoot and resolve advanced Microsoft 365 identity, collaboration, messaging, endpoint management, and security issues.
Work closely with Service Desk and Managed Services engineers to provide guidance and technical expertise.
Perform root cause analysis and implement permanent fixes for recurring technical issues.
Identify operational risks and recommend remediation activities to improve platform stability, security, and user experience.
Contribute to problem management activities and continual service improvement initiatives.
Review recurring incidents and identify opportunities to improve service quality and reduce support demand.
Build trusted relationships with customer technical teams and become the recognised Microsoft 365 Subject Matter Expert for their environment.
Design and implement Microsoft 365 solutions aligned to customer requirements and Microsoft best practices.
Deliver Microsoft 365 migration, transformation, security, compliance, and modern workplace projects.
Support customer assessments, tenant reviews, and technical health checks.
Participate in workshops, discovery sessions, and technical design conversations.
Produce implementation plans, technical designs, deployment documentation, and operational handover materials.
Work across project planning, implementation, testing, validation, and service transition activities.
Ensure solutions are supportable, secure, resilient, and operationally ready before transition into Managed Services.
Support implementations across Entra ID, Intune, Conditional Access, Exchange Online, Teams, SharePoint Online, OneDrive, Defender, and related Microsoft technologies.
Act as the customer's primary technical point of contact for Microsoft 365 operations, service reviews, technical escalations, and platform improvements.
Build strong working relationships with customer stakeholders and maintain a deep understanding of their Microsoft 365 environment and business requirements.
Provide proactive guidance and recommendations around security, governance, identity, collaboration, endpoint management, and user experience.
Participate in customer meetings, service reviews, problem reviews, and post‑incident reviews.
Assist with technical presales and project discussions when required.
Communicate technical concepts clearly to both technical and non‑technical audiences.
Mentor and support Service Desk, Managed Services, and Security engineers across Microsoft 365 technologies.
Share knowledge, troubleshooting techniques, and best practices with wider teams.
Contribute to technical standards, operational runbooks, support documentation, knowledgebase articles, and deployment frameworks.
Assist in developing Microsoft 365 capability across the wider Managed Services team.
Stay current with Microsoft's roadmap and emerging technologies.
Ensure Microsoft 365 environments align with security, governance, and compliance best practices.
Configure and optimise Conditional Access, Intune, Entra ID, identity protection, and related security capabilities.
Support implementation of governance controls, lifecycle management, privileged access controls, and compliance requirements.
Promote well‑governed Microsoft 365 environments aligned to Zero Trust principles.
Assist customers with Microsoft 365 security, compliance, and operational improvement initiatives.
Strong hands‑on experience supporting and administering Microsoft 365 environments.
Experience within an MSP, Managed Services, or customer‑facing support environment.
Strong troubleshooting skills across Microsoft 365 technologies.
Deep knowledge of Entra ID, Intune, Exchange Online, Teams, SharePoint Online, OneDrive, and Conditional Access.
Strong understanding of Microsoft 365 security and identity services.
Experience supporting production Microsoft 365 environments and critical incidents.
Experience performing root cause analysis and resolving complex technical issues.
PowerShell administration experience.
Excellent communication and customer‑facing skills.
Ability to work independently and manage competing priorities.
Experience with Microsoft Defender technologies.
Experience with tenant migrations and Microsoft 365 transformations.
Experience with Microsoft Purview and compliance technologies.
Experience participating in customer workshops and presales activities.
Customer‑focused and service‑oriented.
Strong technical troubleshooting mindset.
Calm and methodical under pressure.
Comfortable leading technical discussions during major incidents and service‑impacting events.
Able to build credibility quickly and become a trusted Microsoft 365 advisor and SME for customer stakeholders.
Collaborative and supportive team player.
Strong ownership, accountability, and attention to detail.
Passionate about learning, mentoring others, and improving customer outcomes.
Motivated by solving complex technical problems and delivering excellent service.
Shift Pattern: Aligned to US business hours. Monday to Friday, 8pm to 5am KL Time (Permanent Night Shift)
Public Holidays: Worked when falling on shift (overtime and shift allowance provided)
Working Model: Hybrid (mix of home and office‑based working)
Competitive salary plus performance‑related bonus
Hybrid working model (home and Kuala Lumpur office)
Day off on your birthday
Company‑funded training and certification exams with incentive payouts
Medical coverage and claimable parking
Opportunity to work with a highly skilled, global engineering team
Exposure to large‑scale, complex enterprise infrastructures
Hirer responsiveness Salary match Number of applicants
Your application will include the following questions:
- Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? How would you rate your English language skills? How much notice are you required to give your current employer? How many years' experience do you have as a Wintel Server Engineer? Which of the following Microsoft 365 certifications have you completed? How many years' experience do you have as a Microsoft 365 Consultant? How many years' experience do you have as an Azure Engineer?
Information Technology Services 51-100 employees
Doherty Associates (DA) has delivered IT solutions for over 30 years to some of the world’s most prestigious and demanding clients. We focus on the professional and financial services sectors, including private equity, venture capital, and legal firms - including some of the UK’s top ten law firms.
We are a Microsoft Gold Partner with four Solutions Partner Designations (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited.
DA operate a global managed services team with offices in both London (HQ) and Kuala Lumpur.
Doherty Associates (DA) has delivered IT solutions for over 30 years to some of the world’s most prestigious and demanding clients. We focus on the professional and financial services sectors, including private equity, venture capital, and legal firms - including some of the UK’s top ten law firms.
We are a Microsoft Gold Partner with four Solutions Partner Designations (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited.
DA operate a global managed services team with offices in both London (HQ) and Kuala Lumpur.
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