Microsoft 365 Support Engineer

HCL Technologies Limited; Morrisville (NC); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

PTO

10 holidays per year

Job summary

HCL Technologies Limited in Morrisville, NC, is seeking a Microsoft 365 – Collaboration Services and SharePoint specialist to support level 2 for Microsoft 365 and related services. You will manage mailboxes, groups, Teams, SharePoint Online and OneDrive, and ensure tickets meet SLAs.

The role requires 3–4 years of experience with a large client, strong analytical and troubleshooting skills, identity management knowledge, and a readiness for 24x7 operations in a hybrid work setup.

Qualifications

• 3–4 years’ experience with a large client using Microsoft 365.
• Strong analytical and troubleshooting skills.
• Solid understanding of identity management and application integration.
• Experience in a hybrid setup is advantageous.
• Open for 24x7 operations and handling on-call escalations.
• Excellent written and verbal communication.

Responsibilities

• Support day-to-day aspects of level 2 for Microsoft 365 and related services.
• Ensure tickets meet SLAs and maintain quality of resolution.
• Coordinate with other teams to resolve issues quickly.
• Update knowledge base and document issues and solutions.
• Manage and support Office 365 mailboxes and groups.
• Demonstrate strong team, collaboration, and vendor-management skills.
• Address mail flow, spam control, security and compliance (Auditing, Retention, DLP).
• Handle SharePoint Online & OneDrive permissions and guest access.
• Provide Microsoft Teams troubleshooting and end-user support.
• Hands-on SharePoint Server patching and deployments.

Skills

Microsoft 365

Troubleshooting

Identity management

Communication skills

Hybrid work experience

On-call support

Tools

SharePoint Online

OneDrive

Microsoft Teams

Job description

Microsoft 365 – Collaboration Services and SharePoint

Responsibilities:

• Support day-to-day aspects of the level 2 Support for Microsoft 365 and related services
• Ensure to handle the tickets within the Service Levels and maintain the quality of resolution provided
• Co-ordinate with other teams appropriately to ensure speedy resolution of issues
• Update the knowledge base and documentation of issues and solutions
• Manage and Support Office 365 Mailboxes, Groups etc
• Team and collaboration skills
• Vendor Management and coordination

Mail flow, Spam Control/Filtering, Security and compliance aspects like Auditing, Retention, Data Loss Prevention

SharePoint Online & OneDrive including permission and access including guess access etc

Microsoft Teams related troubleshooting and support for end users

Hands on knowledge on SharePoint Server Patching, deployments, etc.

• Extensive SharePoint Knowledge: Understanding of SharePoint architecture, features, and functionalities.
• Microsoft 365 Expertise: Familiarity with other Microsoft 365 services, particularly Teams and OneDrive

Technical Skills:

Should have min of 3-4 years’ experience working with a large client using Microsoft 365

Good analyzing and troubleshooting skills

Sound understanding on Identity management, and application integration is required.

Work experience in a Hybrid setup would be an added advantage

Process Skills:

Must be open for 24x7 operations

Handling On - call Escalations

Monitoring and maintaining SLA requirements for the tickets queue and management

Process adherence & Security compliance

KB preparation and review, Knowledge sharing & documentation

Root cause analysis / Problem Management

Should have good written and communication skills

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.