Microsoft 365 Engineer

Unit4

About The Position

As an M365 Engineer within Infrastructure & Operations, you will help keep Unit4’s Microsoft 365 environment stable, secure and effective for colleagues around the world. The role combines hands-on operational ownership with user support, technical problem solving and delivery of service-improvement projects. You will work across Microsoft 365 services, partner with the Service Desk and specialist teams, and act as an escalation point for complex issues. Success means dependable BAU services, clear support for users, well-controlled change and measurable improvement of the collaboration environment. The role includes day-to-day administration of Microsoft 365 services, third-level troubleshooting, monitoring service health, supporting users and the Service Desk, and maintaining operational documentation. You will use PowerShell and potentially Microsoft Graph or Power Automate to automate administration, follow ITIL-aligned service practices, and lead or participate in Microsoft 365 projects. You will collaborate with security, infrastructure and business stakeholders, promote secure and governed operations, and contribute to reporting, root-cause analysis and continuous improvement. Planned change and production support may sometimes take place outside standard hours when business-critical work requires it.

Requirements

Fluent spoken and written English communication skills.
At least 4 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.
Experience handling incidents, service requests and controlled production changes; ServiceNow or a comparable ITSM platform is preferred in the description.
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 as Microsoft 365 evolves.

Nice To Haves

Familiarity with Microsoft Graph, Power Automate or equivalent automation approaches.
Microsoft certifications such as Microsoft 365 Administrator Expert, Identity and Access Administrator Associate, Teams Administrator Associate, Information Protection and Compliance Administrator Associate, or equivalent.
A calm, structured response to service disruption and ownership through to resolution.
Curiosity to challenge manual processes and turn recurring support demand into automation, documentation or permanent fixes.
Good judgement on when to act, when to escalate and how to communicate risk without unnecessary complexity.
A user-focused approach that balances experience, security, operational sustainability and cost.

Responsibilities

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 as needed.
Monitor service health, Message Center updates, capacity, licensing, audit information and operational alerts; identify risks early and act to protect service continuity.
Manage operational activities including mailbox and group administration, permissions and delegation, collaboration settings, license assignments, service and administrator accounts, and user lifecycle exceptions.
Provide users and the Service Desk with technical guidance, knowledge articles, standard operating procedures and troubleshooting support for Outlook, Teams, SharePoint, OneDrive and related services.
Investigate mail-flow, anti-spam, quarantine, connectivity, client and access issues using Microsoft 365 administration, reporting, audit and diagnostic tools.
Use PowerShell and, where appropriate, Microsoft Graph or Power Automate to automate repeatable 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, including risk assessment, testing, implementation planning, validation and stakeholder communication.
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 their impact, recommend adoption or mitigation actions, and communicate technical updates clearly to users and support teams.
Partner with Security, Modern Workplace, Infrastructure, Service Desk, Software Asset Management, HR/PX and business stakeholders to deliver supportable, secure solutions aligned with business needs.
Promote least privilege, appropriate use of privileged roles, MFA, secure configuration, data protection and governance across Microsoft 365 operations.
Contribute to service reporting, root-cause analysis, continuous improvement and development of an effective M365 operating model, including ownership boundaries and escalation paths.
Participate in production support and planned change activities outside standard hours when business-critical work requires it.