About the role
Technology Landscape Tools full skill
SharePoint OneDrive M365 Apps
SharePoint Online and SharePoint Admin Center OneDrive for Business
Microsoft 365 apps Stream Forms Loop Lists Planner Project Copilot
Microsoft 365 Admin Center
Exchange Email Hybrid
Exchange Online and Exchange hybrid Exchange Online onpremises Exchange
Exchange Admin Center EAC Microsoft 365 Admin Center Exchange Online PowerShell
Microsoft Defender for Office 365 Cloudflare Email Security FortiMail
Retarus Fax2Mail Mail2Fax F5 IP allowlisting
Outlook Desktop Outlook on the web SPF DKIM DMARC diagnostics
Power Apps Power Automate
Power Apps Power Automate Power Platform Admin Center
Connectors and DLP policies
Power BI
Power BI Desktop Power BI Service and the Onpremises Data Gateway
Dynamics 365
Dynamics 365 Finance Operations LCS Dynamics 365 CRM Customer Engagement
Common
ServiceNow ITSM Microsoft Purview remains a Level 3 boundary
BAND P3 Senior Support Engineer SME Senior Level 2 SME 5 8 years
The Collaboration Productivity Senior Support Engineer SME Band P3 is the subject matter expert for collaboration and productivity independently resolving complex and escalated issues performing root cause analysis and mentoring junior engineers while driving automation and knowledge reuse to shiftleft ticket volume
Tools Technology Exposure
Strong administration level command of the landscape above including PowerShell scripting where applicable
Hands on Experience Required
Strong independent hands on experience typically 58 years in
SharePoint OneDrive permissions sharing sync and standard site provisioning
Exchange hybrid mail flow transport rules connectors and hybrid routing
Mailbox and shared mailbox administration Exchange Online PowerShell
Email security and quarantine handling Defender Cloudflare FortiMail SPF DKIM DMARC
Microsoft 365 productivity app functional support Stream Forms Loop Lists Planner Copilot
Power Apps Power Automate administration and troubleshooting connectors and DLP
Power BI access workspace permissions dataset refresh and Data Gateway
Dynamics 365 FO and CRM administration provisioning roles batch jobs
Typical experience 58 years
Key Activities Responsibilities
Independently delivers the full operational scope listed under Band P2 with emphasis on complex escalated and rootcause cases In addition the P3 SME
Resolves complex and escalated incidents independently including rootcause analysis
Acts as the first point of escalation within the skill provides technical guidance and mentoring to P2 engineers
Authors and refines SOPs runbooks and knowledge articles
Identifies and builds automation selfheal opportunities to shiftleft volume
Performs quality assurance of tickets and supports problem and majorincident management
Certifications Qualifications
ITIL 4 Foundation is expected across all bands Managing Professional desirable at P4 Strategic Leader desirable at P5 Product certifications scale with band associate at P2 specialty at P3 expert at P4 architect at P5 Relevant certifications for this skill
MS700 Teams Administrator MS102 Microsoft 365 Administrator
PL900 Power Platform Fundamentals PL200 Functional Consultanta
PL400 Power Platform Developer PL300 Power BI Data Analyst
PL600 Power Platform Solution Architect Dynamics 365 MBseries