Microsoft 365 Systems Engineer

Position Summary: We are looking for a Microsoft / Office 365 Systems Engineer with a strong infrastructure background to support and enhance our Microsoft ecosystem across a high-availability BPO environment. This role will focus on the deployment, management, and support of Office 365 services, hybrid Exchange, Active Directory, and related infrastructure components that are critical to our large-scale, 24/7 operations. The ideal candidate will have hands-on experience in managing enterprise-grade Microsoft environments, a solid understanding of infrastructure resilience and automation, and the ability to thrive in a fast-paced, SLA-driven industry. Key Responsibilities: Microsoft 365 Administration: Design, implement, manage, and support the Microsoft 365 suiteincluding Exchange Online, Teams, SharePoint Online, OneDrive, and Intune—ensuring performance, availability, and scalability in a 24/7 BPO environment. Hybrid and Cloud Infrastructure Management: Administer hybrid Exchange environments, and on-prem SharePoint, along with an understanding of directory synchronization (AAD Connect) Email hygiene solutions: Support and maintain supporting Email technologies such as SPF/DKIM/DMARC to ensure secure mail flow. Collaboration Services Support: Provide operational support and technical integration expertise for additional collaboration platforms such as Adobe Connect, Zoom, Slack, and Google Workspace , ensuring interoperability with Microsoft services and seamless end-user experience. Automation and Scripting: Create and maintain PowerShell scripts to automate administrative tasks such as provisioning, monitoring, reporting, and system health checks. Technical Support and Troubleshooting: Act as a tier-2/3 escalation point for M365 and collaboration-related incidents; troubleshoot complex issues, analyse logs, identify root causes, and provide long-term solutions to issues System Monitoring and Optimization: Monitor service performance and usage, perform capacity planning, and implement improvements to ensure uptime, reliability, and optimal resource utilization. Training and Documentation: Conduct training sessions for IT staff and end users on Microsoft 365 and other supported collaboration platforms; maintain detailed documentation for systems, configurations, SOPs, and user guides. Cross-Functional Collaboration: Work closely with teams such as Networking, Security, and Endpoint Support to support system integrations, voice/collaboration tool stability, and business continuity. Project and Vendor Management: Lead and contribute to projects involving deployment or enhancement of collaboration technologies; coordinate with vendors (e.g., Microsoft, Zoom, Adobe) for issue escalation and service optimization. Availability and Incident Response: Participate in after-hours and on-call support rotations to maintain uninterrupted service availability across all collaboration and communication platforms. Requirements: 3–5 years of experience supporting enterprise Microsoft infrastructure (O365, Exchange, AD, Intune) in a 24/7 environment. Experience working in or supporting IT for BPO, call centres, or similar high-availability, large-user-base environments. Strong skills in PowerShell scripting for automation and reporting. Experience with hybrid identity and directory synchronization (Azure AD Connect). Solid understanding of networking fundamentals (DNS, DHCP, VPNs, firewalls) as they relate to Microsoft services. Ability to manage multiple priorities and support large-scale deployments with minimal downtime. Nice to Have: Microsoft certifications such as: Microsoft 365 Certified: Enterprise Administrator Expert Azure Administrator Associate Security Administrator Associate Experience with Conditional Access, and compliance policies. Experience with change management and ITIL processes.