Project Role: Technology Support Engineer

Project Role Description: Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills: Microsoft 365

Good to have skills: NA

Minimum 2 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

The Messaging & Collaboration Engineer is responsible for the administration, support, and optimization of Microsoft 365 collaboration tools including Exchange Online, Microsoft Teams (Voice), and Share Point. This role ensures seamless communication and collaboration across the enterprise by managing mailboxes, permissions, sites, and integrations. The engineer will provide L2 support, coordinate with vendors, and develop SOPs and documentation. Strong communication skills and cross-functional collaboration are essential to align workplace services with business needs.

Roles & Responsibilities:

• Microsoft 365 Administration & Support
• Administer and manage the Microsoft 365 product suite (E3 and E5 licenses) for all users.
• Provide L2-level support for Microsoft 365 services (Exchange Online, Share Point Online, Teams, One Drive, Intune, Security & Compliance Center).
• Manage user accounts, licenses, and groups via Microsoft 365 Admin Center and Azure AD.
• Troubleshoot and resolve issues related to mail flow, Teams functionality, Share Point access, and One Drive synchronization.
• Perform daily monitoring of service health and alerts across Microsoft 365 workloads.
• Handle escalations from L1 support, ensuring timely resolution and documentation.
• Assist with policy and configuration changes under L3 or architect guidance.
• Coordinate with global IT teams to maintain operational efficiency and security compliance.
• Manage service requests, incidents, and problem tickets in ITSM tools (e.g., Service Now).
• Support onboarding/offboarding of users and devices within M365.
• Document solutions, create user guides, and contribute to the knowledge base.
• Messaging Services
• Create and delete mailboxes in accordance with procedures.
• Manage mailbox configurations, permissions, distribution lists, and encryption policies.
• Enforce mailbox quota policies and support encryption methods.
• Support automation scripts for provisioning Microsoft 365 email services.
• Maintain and correct entries in the global address book.
• Share Point Administration
• Provide remote support and troubleshooting for Share Point users.
• Install, configure, and support Share Point platforms (on-prem and hosted).
• Support One Drive, video conferencing systems, and collaboration utilities.
• Provide L2-level administration and operational support for Share Point Online and/or On-Premises.
• Manage site collections, subsites, lists, libraries, and user permissions.
• Handle incident tickets, service requests, and problem management tasks.
• Support user access, permission changes, and content management activities.
• Perform routine monitoring, backup verification, and health checks.
• Assist in Share Point patching, updates, and basic troubleshooting.
• Support integration with Microsoft 365 services (Teams, One Drive, Power Automate, Power Apps).
• Escalate complex issues to L3 or engineering teams as needed, with proper documentation.
• Maintain and update operational procedures, knowledge base articles, and runbooks.
• MS Teams Administration
• Administer, configure, and support Microsoft Teams, including channels, policies, and compliance settings.
• Manage Teams integration with other Microsoft 365 services (Share Point, Exchange Online, One Drive, Power Platform, etc.).
• Configure and manage Teams voice and telephony (Direct Routing, Calling Plans, SBC integration).
• Monitor Teams health and performance using Microsoft 365 Admin Center and PowerShell.
• Implement governance, security, and compliance policies for Teams usage.
• Manage Teams lifecycle—creation, archiving, and retention policies.
• Troubleshoot issues related to Teams meetings, chat, presence, file sharing, and connectivity.
• Collaborate with network and security teams to ensure optimal performance and adherence to organizational policies.

Professional & Technical Skills:

• Hands-on experience with:
• Microsoft 365 E3 and E5 licenses
  • Exchange Online, Microsoft Teams, Share Point Online
  • Azure AD integration, compliance policies, application deployment
  • PowerShell scripting, automation tools
• Strong understanding of:
• Messaging infrastructure and mail flow
  • Share Point site architecture and administration
  • Teams site configuration and governance
• Excellent problem-solving, analytical, and communication skills
• Ability to develop and maintain SOPs, technical documentation, and training materials
• Proven ability to collaborate with cross-functional teams and align services with business needs
• Good to have certifications
  • Microsoft 365 Certified: Fundamentals (MS-900) or Modern Desktop Administrator Associate (MD-100/MD-101)
  • Microsoft Certified: Messaging Administrator Associate
  • Microsoft Certified: Teams Administrator Associate
  • Microsoft Certified: Share Point Administrator

Additional Information:

• This role requires coordination with global teams and vendors.
• Must be able to manage multiple priorities in a fast-paced environment.
• Familiarity with enterprise ITSM tools and SLA tracking is preferred.
• Expected to proactively recommend improvements in tools, processes, and technologies.
• Will be responsible for maintaining compliance with organizational standards and policies.
• 3+ years of experience
• Minimum 15 years of full-time education, with a Bachelor or engineering degree.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

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