Microsoft 365 Engineer

• Own the day-to-day health and administration of Microsoft 365 services, focusing on Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Entra ID and associated tenant services
• Act as a technical escalation point for complex incidents and service requests, providing third-level troubleshooting and coordinating resolution with internal teams, vendors and Microsoft support
• Monitor service health, Message Center updates, capacity, licensing, audit information and operational alerts; identify risks and protect service continuity
• Manage mailbox and group administration, permissions and delegation, collaboration settings, license assignments, service and administrator accounts and user lifecycle exceptions
• Support users and the Service Desk with technical guidance, knowledge articles, standard operating procedures and troubleshooting
• Investigate mail-flow, anti-spam, quarantine, connectivity, client and access issues using Microsoft 365 administration, reporting, audit and diagnostic tools
• Use PowerShell, Microsoft Graph or Power Automate to automate administration, improve data quality, reduce manual effort and strengthen operational controls
• Maintain runbooks, configuration records, support documentation and evidence for changes, incidents, audits and service reviews
• Follow ITIL-aligned incident, request, problem and change-management practices
• Lead or participate in Microsoft 365 projects including tenant optimisation, licensing clean-up, SharePoint content migration, lifecycle and retention improvements, collaboration-feature rollout, security hardening and process automation
• Assess upcoming Microsoft 365 changes, test impact, recommend adoption or mitigation actions and communicate technical updates clearly
• Partner with Security, Modern Workplace, Infrastructure, Service Desk, Software Asset Management, HR/PX and business stakeholders
• Promote least privilege, privileged-role governance, MFA, secure configuration, data protection and governance across Microsoft 365 operations
• Contribute to service reporting, root-cause analysis, continuous improvement and the M365 operating model
• Participate in production support and planned change activities outside standard hours when business-critical work requires it

• 4 or more years of hands-on experience supporting or administering Microsoft 365 in an enterprise environment
• Practical administration and troubleshooting experience with Exchange Online, Microsoft Teams, SharePoint Online, OneDrive and Microsoft Entra ID
• Working knowledge of identity, authentication, DNS and mail-flow concepts, including groups, delegation, transport rules, message trace, anti-spam controls and hybrid dependencies
• Experience using PowerShell for Microsoft 365 administration and automation
• Familiarity with Microsoft Graph, Power Automate or equivalent automation approaches is advantageous
• Experience handling incidents, service requests and controlled production changes, ideally using ServiceNow or a comparable ITSM platform
• Ability to analyze technical issues end to end, distinguish symptoms from root cause, document findings and communicate practical next steps
• Strong service mindset and ability to explain technical topics clearly to users, Service Desk colleagues, technical teams and business stakeholders
• Ability to balance BAU priorities with project commitments, work independently and collaborate across distributed teams
• Commitment to secure administration, least privilege, accurate documentation and continuous learning
• Microsoft certifications such as Microsoft 365 Administrator Expert, Identity and Access Administrator Associate, Teams Administrator Associate, Information Protection and Compliance Administrator Associate, or equivalent are advantageous
• Willingness to participate in production support and planned change activities outside standard hours when business-critical work requires it
• Security clearance/background checks may be required for customer projects and access to sensitive customer data
• Disclosure of criminal record declaration, right to work, personal identification and work history may be required subject to applicable local laws

• Flexible Leave Paid Time Off policy
• Remote working opportunities
• Global Wellbeing Days
• Growth opportunities, tools and guidance for professional development
• Talented colleagues, role models and mentors
• Sustainability initiatives including Environmental, Social, and Governance strategy and Act4Good programme
• Safe and inclusive working environment
• Employee Resource Groups open to all