Job Title

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