Managed Services Engineer - Microsoft 365 & Identity

Job Summary

The Managed Services Engineer – Microsoft 365 & Identity is responsible for designing, deploying, supporting, and optimizing Microsoft 365 and identity‑based solutions across SHI‑managed customer environments. This role partners closely with internal teams and customers to deliver secure, scalable, and high‑performing collaboration, messaging, and identity platforms.

The ideal candidate brings strong Microsoft 365 and identity expertise, a customer‑first mindset, and a passion for continuous improvement and automation.

• Design, build, and support Microsoft 365, Exchange Online, Entra  (Azure AD), and directory services
• Administer identity platforms, including Entra  (Azure AD) and Active Directory
• Administer and optimize customers’ Microsoft 365 collaboration suite, including Teams, Exchange Online, SharePoint, and One Drive
• Design, implement, and manage Conditional Access policies within Entra  (Azure AD) to enforce security requirements and compliance
• Continuously monitor and refine Conditional Access rules to adapt to evolving business needs and threat landscapes
• Collaborate with security and compliance teams to ensure Conditional Access policies align with organizational policies and regulatory requirements
• Design, implement, and manage Mobile Device Management (MDM) policies for secure access and compliance
• Act as the primary escalation point to resolve advanced and complex issues related to Microsoft 365 and Office 365 services, including Teams, Exchange Online, SharePoint, One Drive, and Intune
• Collaborate with customers to implement changes, resolve issues, and optimize Microsoft 365 and MDM environments based on best practices
• Monitor, troubleshoot, and resolve performance, security, and availability issues
• Optimize environments through standardization, automation, and best practices
• Lead and contribute to managed services and IT projects
• Engage directly with customers through meetings, incidents, change requests, and project delivery
• Develop and maintain Standard Operating Procedures (SOPs)
• Track time and document work accurately within SHI systems
• Participate in audits, compliance activities, and service improvement initiatives
• Mentor and support junior engineers and service desk team members
• Participate in an on‑call rotation and provide after‑hours support as needed

• Collaboration:
  
  Can proactively seek out diverse perspectives, facilitate open communication among team members, and drive toward consensus and action.
• Initiative:
  Can proactively seek out challenges, initiate projects, and contribute to innovative ideas.
• Communication:
  Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.
• Customer Service:
  Can proactively seek out customer feedback, empathize with customers, and tailor solutions to their unique needs.
• Technical Troubleshooting:
  Can proactively seek out potential technical problems, initiate preventive measures, and contribute to innovative solutions.
• Time Management:
  Can consistently use time effectively, balance multiple tasks, and meet deadlines.
• Organization:
  Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods.
• Willingness to Learn:
  Can regularly integrate new skills and knowledge into daily work and is open to feedback and making changes accordingly.
• Self‑Development:
  Can actively seek feedback and use it constructively for personal growth.

• Microsoft 365 administration and troubleshooting
• Exchange Online configuration and support
• Entra  (Azure AD) administration
• Hands‑on experience configuring and supporting Conditional Access policies in Entra  (Azure AD)
• Ability to assess and remediate user and device access risks using Conditional Access and related security tools
• Familiarity with multi‑factor authentication (MFA), sign‑in risk policies, and session controls
• Mobile Device Management experience (Tanium, Intune / Endpoint Manager, or equivalent)
• DNS configuration and troubleshooting
• Automation and scripting experience (Power Shell, Python, or similar)
• Familiari…