Help Desk Support Engineer

Owlsure, A business unit of ValueMomentum is hiring Helpdesk Support Engineer

Job Summary: Helpdesk Support Engineer (Microsoft 365 Administrator & International Voice Support)

We’re looking for a customer‑centric Helpdesk Support Engineer who can own day‑to‑day end‑user support while administering Microsoft 365 services and handling voice/telephony issues for international calling. You’ll be the frontline for tickets, remote support, endpoint troubleshooting (Windows/Mac/mobile), and will manage M365 workloads (Teams, Exchange Online, SharePoint, OneDrive, Intune/Endpoint Manager). Experience with Teams Voice/PSTN/SIP, call routing, QoS, and SBCs is essential.

Key Responsibilities

• Provide L1/L2 helpdesk support for global users via ticketing system, email, and international voice calls.
• Troubleshoot and resolve endpoint issues (Windows, macOS, mobile devices), including hardware, OS, network, and application problems.
• Administer Microsoft 365 services : user management, license assignment, Exchange Online, SharePoint, OneDrive, and Teams.
• Configure and support Teams Phone (international calling, PSTN/SIP, call queues, auto attendants, dial plans).
• Manage Intune/Endpoint Manager for device enrollment, compliance policies, configuration profiles, and application deployment.
• Implement and maintain security measures: MFA, Conditional Access, BitLocker, Defender for Endpoint.
• Collaborate with telecom providers and SBC vendors to resolve international calling issues and optimize call quality.
• Utilize ITSM tools (e.g., ServiceNow) for incident, request, and change management following ITIL best practices.
• Ensure SLA compliance for response and resolution times; track and report SLA metrics regularly.
• Achieve high First Contact Resolution (FCR) by resolving issues during the initial interaction wherever possible.
• Document solutions, maintain knowledge base articles, and contribute to process improvements.
• Monitor system health, call quality analytics, and endpoint compliance; generate performance and SLA reports.
• Participate in on-call rotation and assist with major incident resolution.

Required Skills

• Microsoft 365 Administration
• User and license management (Entra ID/Azure AD)
• Exchange Online, SharePoint, OneDrive, Teams configuration and troubleshooting
• Endpoint Management
• Hands-on experience with Intune/Endpoint Manager for device enrollment, compliance, and app deployment
• Troubleshooting Windows, macOS, and mobile devices (iOS/Android)
• International Voice Support
• Knowledge of Teams Phone , PSTN/SIP, SBC (AudioCodes/Ribbon), dial plans, call queues, auto attendants
• Ability to resolve international calling issues and optimize call quality (QoS, jitter, latency)
• Networking Fundamentals
• DNS, DHCP, TCP/IP, VPN, VLANs, QoS basics
• Security & Compliance
• MFA, Conditional Access, BitLocker, Defender for Endpoint
• Technical Tools
• Ticketing systems (ServiceNow, Jira, Freshservice, etc.)
• Remote support tools (Quick Assist, RDP, TeamViewer, AnyDesk)
• Scripting & Automation
• Basic PowerShell for M365 administration and reporting
• Soft Skills
• Excellent communication for international user support
• Strong problem-solving and documentation skills