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Posición**:Microsoft 365 - Help Desk**
Ubicación: México
Esquema: Si vives en CDMX es un esquema híbrido en Azcapotzalco (3 días oficina y 2 días remoto). Si vives en otros lados de México, es remoto.
Tipo de contrato: Tiempo indeterminado
Horario: Lunes a Viernes
Idioma: 100% inglés
**Propósito de la posición**
- To ensure that the M365 services delivered as part of the M365, and Global Workplace Services organization meet the need of the business.
- To design, build, optimize and maintain the service in a cost-efficient manner globally (Technical Senior M365 expertise)
- To implement best practices and provide expertise following technical specifications and architecture design.
- To participate in service development and the introduction of new products, services, or features part of M365
- Responsibility for Operational Excellence regarding M365 Cloud services at Level 3
**Responsabilidades**:
- Support, configure, develop, maintain, and monitor M365 Services
- Creation of technical concept documents, SOPs, and best practices for using M365 different line of products with a focus on Exchange, Teams and SharePoint Online targeting support teams and business stakeholders
- Support L2 and L3 teams with M365 related issues on governance and technical matters.
- Analyze and assess business requirements and solutions in the context of M365 keeping in mind security as a fundamental part of the solution.
- Monitor M365 alerts and service health.
- Handle change management around Microsoft updates to the M365 environment.
- Provide best practices on how to use M365 products and services and establishing methods for reminding users of best practices.
- Provide services and third level support in line with service level agreements.
- Work with Evergreen activities, plan, communicate and perform the necessary steps to take a new feature or product into a sustainable service offering.
- Support third party products that are part of the M365 ecosystem.
- Acts as a Technical authority on topics related to M365 services
**Key Interfaces**
- Service Managers in the IT Regional Organisations
- All Client IT Support Teams
- MS Premier Support
- Workgroup Development team
- Security and Compliance
- M365 L2 support
**Required key skills (functional/technical)**
**Technical**
- Experience in Exchange, Exchange Online, Defender for O365.
- Experience with SharePoint Online in terms of administering and govern SharePoint online from administration point of view.
- Good experience with other M365products like MS Teams, OneDrive for Business, Outlook, etc.
- Understanding of Entra ID specially in the context of M365
- Excellent experience with PowerShell applicable to M365products
- Managing and administering M365 Tenants for large organizations
- Desired experience in PowerApps and Power BI
**Functional**
- Knowledge and understanding of ITIL processes, Service Management and Service Delivery
- Technical analysis, designing, reviews, testing and implementation of security controls for M365.
- Creation of technical documentation, end user documentation, concepts papers and technical presentations
- Confidence to work with and present to business Communities.
- Well versed with the usage of templates, standards, and methodologies.
- Ability to work in a geographically dispersed team.
- Analytical experience working with data
**Required qualifications/experience**
- 5+ years' experience with the operation and maintenance of M365 Tenants, including roles as L3 Global administrator or M365 architect.
- 5+ years' experience with PowerShell for common tasks
**Soft Skills and others**
- Excellent communication skills (both technical and nontechnical) required to effectively coordinate and build partnerships with other IT functions and with peers globally.
- Helps to develop mid and long-term strategies in his/her area and builds commitment to strategic direction.
- Ensures that his/her actions match the business requirements (quality, cost, timeliness)
- Self-motivated, with the ability to learn and work structured.
- Ability to plan own workload and work with globally dispersed IT teams effectively.
- Confirmed analytical skills, together with the ability to think "outside the box". The solution to the problem is based mainly upon previous experience but also on the analysis of factual and qualitative information.
- Impacts the business by quality of own work and through the ability to deliver high quality and successful solutions within own area of expertise.
- Strives for results.
- Is future, goal, and performance oriented.
- Follows up implementing decisions.
- Is open to changes an