Helpdesk and Concierge Engineer (M365)

About the role

The Helpdesk and Concierge Engineer will act as the subject‑matter expert for Microsoft 365 within NCS's service desk team. You will provide first‑level technical support, troubleshoot issues, and administer M365 services for internal users across the organisation.

Key responsibilities

• Deliver first‑call resolution for M365 applications (Office, Outlook, Teams, OneDrive, SharePoint, Copilot, Intune) via phone and email.
• Administer user accounts, mailboxes, licenses, and service health in the Microsoft 365 Admin Center.
• Liaise with second‑level support for product enhancements and escalations.
• Maintain accurate case documentation and keep customers informed of status.
• Update shared knowledge repositories with changes and solutions.
• Classify, prioritize, and track incidents to closure.

Required profile

• Diploma or equivalent with at least 2 years of end‑user support or service‑desk experience.
• Strong written and spoken English communication skills.
• Professional attitude and ability to manage customer expectations.

Required skills

• Microsoft 365 administration (Office, Outlook, Teams, OneDrive, SharePoint, Copilot, Intune).
• Windows operating system, Active Directory, and Azure AD (Entra ID) basics.
• Support for desktops, notebooks, tablets, smartphones, VPN and macOS devices.
• Knowledge of hardware peripherals, Wi‑Fi and LAN connectivity.
• Familiarity with M365 Admin Center, Teams/SharePoint/Exchange Admin Centers, and Intune portal.