M365 Tier 1 Engineer

If you're seeking a sense of community and the ability for growth, look no further. Since 1982, we have been 100% dedicated to our people. Our approach permits greater ownership for individuals and welcomes input into decisions for a thriving workplace and happy employees. Our people are the core reason for AIS' success. As an employee owned company, we are looking for individuals that are passionate about finding innovative solutions, and excited about emerging technologies and capabilities.

We are seeking a highly motivated and skilled M365 Tier 1 Engineer to join our dynamic team. This role will provide essential tier 1 engineering support for Microsoft 365 GCC High cloud-based workloads, including Exchange Online, Teams, SharePoint Online, Power Platform, OneDrive, Security & Compliance, and Identity. As an M365 Tier 1 Engineer, you will be the first point of contact for our customers, providing excellent technical support, troubleshooting, and issue resolution.

• Technical Support: Provide first-level support for Microsoft 365 GCC High services, ensuring timely and accurate resolution of customer issues.
• Incident Management: Monitor, log, and resolve incidents using our IT service management tool, adhering to defined SLA and response times.
• Troubleshooting: Diagnose and troubleshoot issues related to Exchange Online, Teams, SharePoint Online, Power Platform, OneDrive, Security & Compliance, and Identity.
• Customer Communication: Maintain clear and professional communication with customers, keeping them informed of issue status and progress.
• Documentation: Create and maintain detailed documentation of troubleshooting steps, solutions, and best practices for internal use and customer reference.
• Collaboration: Work closely with Tier 2 and Tier 3 engineers to escalate and resolve complex issues, ensuring a seamless support experience for customers.
• Continuous Improvement: Stay updated with the latest Microsoft 365 features, updates, and best practices to provide informed support and contribute to knowledge sharing within the team.
• Security & Compliance: Ensure all support activities adhere to compliance requirements and security policies, particularly within the GCC High environment.
• Training: Participate in ongoing training and development to enhance technical skills and knowledge of Microsoft 365 services.

• This is a remote opportunity with some travel to the client site.

• Must be a US Citizen

• Travel to the People's Republic of China is prohibited for this role.

Must be able to obtain and/or maintain a Secret clearance.

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Experience: Minimum of 2 years of experience in a technical support role, preferably within a Microsoft 365 environment.
• Certifications: Microsoft 365 certifications such as MS-900, MS-100, or equivalent are highly desirable.
• Microsoft 365 Services: Proficient in providing support for Exchange Online, Teams, Intune, SharePoint Online, Power Platform, OneDrive, Security & Compliance, and Identity.
• System Center Configuration Manager (SCCM) - Proficient with device/server management, update deployment, application packaging and deployment.
• Troubleshooting: Strong diagnostic and problem-solving skills with the ability to troubleshoot and resolve technical issues efficiently.
• Incident Management: Experience using IT service management tools to log, track, and resolve incidents.
• Security & Compliance: Understanding of GCC High compliance requirements and security policies.

• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Service: Strong customer service orientation with a commitment to delivering high-quality support.
• Team Player: Ability to work collaboratively within a team and contribute to a positive team culture.
• Adaptability: Willingness to learn and adapt to new technologies and processes in a fast-paced environment.
• Attention to Detail: Strong attention to detail, ensuring accurate documentation and thorough troubleshooting.

• Remote Work: Must have a reliable internet connection and a suitable workspace for remote work.
• Availability: Flexibility to work 1st, 2nd, and 3rd shifts, as needed. Potential for recurring after-hours on-call support.

This is an excellent opportunity for a dedicated and enthusiastic individual to join our team and contribute to the success of our Microsoft 365 support services. If you are passionate about technology and providing exceptional customer support, we encourage you to apply.

Applied Information Sciences is an Equal Opportunity Employer and does not discriminate on the basis of race, national origin, religion, color, gender, sexual orientation, age, disability, protected veteran status, or any other basis covered by law. Employment decisions are based solely on qualifications, merit, and business need.