About this role
Job Summary
This role serves as the subject matter expert (SME) within the service desk team. The position acts as the go-to person for a specific product, application, or domain, while also providing first level IT support via phone and remote tools.
The SME will also support and administer Microsoft 365 (M365) environments, including user account management, mailbox configuration, and issue resolution related to M365 applications and services.
Responsibilities | CORE
Provide support, troubleshooting and administration for M365 (Microsoft) ecosystems such as Office, Outlook, Teams, OneDrive, SharePoint, Copilot, Intune etcLiaise with second-level support on product enhancements and train team membersUpdate shared repository with changes in area of focusProvide First Call Resolution (FCR) technical support via phone and emailPerform first level troubleshooting and escalate to resolver groups as requiredFurnish timely updates to customers on issue statusMaintain ownership of cases until closure with accurate documentationManage customer expectations and escalate unusual surge issues to Team LeadClassify and prioritize incidents, tracking progress and updates Essential Qualifications
Diploma with minimum 2 years of end-user support or service desk experienceProficient in spoken and written EnglishStrong technical skills in supporting desktops, notebooks, tablets, and smartphonesKnowledge and experience of Windows OS, Active Directory, and M365 (Microsoft) ecosystems / applicationsPreferred Attributes
VPN and macOS support knowledgeGood understanding of hardware and peripheralsExperience in supporting WiFi and LAN connectivityFamiliar with:M365 Admin Center (Users, Licenses, Service Health)Teams/SharePoint/Exchange Admin CentersEntra ID (Azure AD) – users, sign in logs (read), MFA settingsIntune portal – device/app basicsProfessional and/or Technical Certifications
Microsoft 365 Certified: Fundamentals (MS 900) (strongly preferred)CompTIA A+ (preferred)Responsibilities | PROJECT-SPECIFIC
Provide M365-related incident management and support during transition or migration projects We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.
Together, we make the extraordinary happen.
Learn more about us at ncs.co and visit our LinkedIn career site.
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