The Desktop & O365 Engineer is responsible for providing day-to-day technical support and maintenance of desktops, laptops, mobile devices, and related peripherals. This includes installing, configuring, and troubleshooting hardware, operating systems, and Microsoft Office 365 applications such as Exchange Online, Teams, SharePoint, and OneDrive. The role involves managing user accounts, permissions, and security settings within Microsoft 365, applying updates and patches, and ensuring endpoint security compliance. The engineer will monitor performance, respond to incidents, and resolve technical issues promptly to minimize downtime. They will also assist in hardware refreshes, software rollouts, and contribute to backup, recovery, and device management processes to support business continuity.

EXPERIENCE AND SKILLS

• Proven experience troubleshooting hardware, Windows OS, and Microsoft 365 applications (Exchange Online, Teams, SharePoint, OneDrive).
• Skilled in user account and permission management within Microsoft 365 and Active Directory.
• Proficient with endpoint management tools like Intune or SCCM for software deployment and patching.
• Solid understanding of networking basics: TCP/IP, DNS, DHCP, VPN.
• Experience supporting mobile devices (iOS, Android) in corporate environments.
• Strong documentation skills for technical processes and asset management.
• Excellent communication skills with ability to assist both technical and non-technical users.
• Ability to prioritize and resolve multiple support tickets efficiently.
• Resourceful in researching and implementing effective technical solutions.ACCOUNTABILITY FOR ACTIONS/RESULTS
• Accountable for the administration, support, and reliable operation of desktop environments and Microsoft 365 services critical to daily business functions.

• Provide 1st and 2nd line support for desktops, Microsoft 365 applications (Exchange Online, Teams, SharePoint), and endpoint devices.
• Manage hardware procurement, repairs, and asset tracking; configure devices using Microsoft Intune.
• Administer Office 365 tenant, user accounts, permissions, and security settings.
• Assist with endpoint protection, patching, and security compliance.
• Support cloud network connectivity and collaborate with infrastructure teams on network devices.
• Coordinate with vendors for support and escalate incidents as needed.
• Document procedures and create user guides.
• Recommend improvements to enhance system performance and security.
• Provide training and support to end-users on Microsoft 365 tools.