Netoyed (Grapes Telecom Pvt. Ltd.) is seeking an experienced M365 MSP Engineer with deep hands-on expertise to deliver world-class desktop and end-user support across global markets (UK, Australia, USA). This role sits at the intersection of enterprise infrastructure management and customer success, requiring expertise in Microsoft 365 platform administration combined with PSA/RMM platform mastery and exceptional troubleshooting discipline. You will own the technical health of enterprise client environments, and manage ticket lifecycle through ConnectWise Manage. This is a fast-growth position reporting directly to MSP Operations, with clear visibility into client escalations, technical debt resolution, and platform optimization opportunities.About NetoyedNetoyed is a CMMI Level 5 certified technology consulting firm with offices across Noida, Singapore, Sydney, and the USA. We serve enterprise clients across financial services, healthcare, media, manufacturing, and professional services sectors. Our infrastructure expertise spans cloud migration, enterprise security, and managed services delivery. This MSP role directly supports our expanding global client base across developed markets. Our clients leverage ConnectWise Manage for unified ticket management and ConnectWise Automate for proactive monitoring and remediation across 1000+ managed endpoints.Key ResponsibilitiesMicrosoft 365 Platform Administration • Deploy, configure, and manage M365 tenants across multiple clients using security best practices aligned with enterprise compliance frameworks. Ensure alignment with client data governance and security policies.• Manage Exchange Online environments including mailbox creation, distribution lists, shared mailboxes, calendar administration, and migration from legacy on-premises systems. Troubleshoot mail flow issues, authentication challenges, and delegation problems at both user and organizational levels.• Administer SharePoint Online sites, including provisioning, permission management, governance policy enforcement, and cross-site data migration. Configure information barriers and sensitivity labels to meet data classification requirements.• Administer OneDrive for Business, including storage quotas, file retention policies, sync client troubleshooting, and orphaned site cleanup. Manage delegation scenarios for shared drive access.• Implement and manage Entra ID (formerly Azure AD) authentication flows, conditional access policies, multi-factor authentication enforcement, and hybrid identity synchronization using Azure AD Connect. Monitor and resolve authentication failures in production.Desktop and Device Support • Provide first-line and escalation-tier support for Windows client troubleshooting across Windows 10/11 platforms. Diagnose and resolve hardware compatibility issues, driver conflicts, BSOD errors, and system performance degradation.• Manage Intune device management policies, including MDM enrollment, compliance policies, configuration baselines, and conditional access integration. Troubleshoot device enrollment failures and policy application issues.• Support Windows Autopilot deployment scenarios for new device provisioning, including creating device groups, configuring ESP (Enrollment Status Page), and resolving deployment failures.• Manage Mac and iOS device support within Intune ecosystem, troubleshoot platform-specific issues, and ensure parity across heterogeneous device fleets.• Provide tier-1/tier-2 support for network connectivity issues including WiFi troubleshooting, VPN client problems, DNS resolution, and latency diagnosis. Coordinate with network teams on infrastructure-level issues.Printer and Peripheral Support • Troubleshoot printer connectivity issues including network printing, USB-attached devices, driver installation, and queue management. Diagnose and resolve print-to-file and print-from-mobile scenarios.• Deploy and manage cloud-based printer management platforms (Universal Print or equivalent) including device registration, access policies, and cost tracking.• Support specialty peripherals including scanners, multifunction devices, labeling systems, and USB security key authentication. Troubleshoot driver incompatibilities and TWAIN/WIA protocol issues.End-User Support Operations• Document resolutions comprehensively in ConnectWise using structured templates to enable peer learning and reduce duplicate tickets. Contribute to internal knowledge base and runbook development for recurring issues.• Escalate complex issues to engineering teams with full context including diagnostics, error logs, and reproduction steps captured in ConnectWise. Serve as liaison during post-resolution analysis and root cause review.• Participate in on-call rotations for critical incidents affecting production systems. Respond to P1 escalations within 15 minutes and drive resolution to closure.ConnectWise PSA/RMM Platform Management • Own ConnectWise Manage ticket lifecycle management for assigned queue: intake triage, priority assessment, assignment routing, customer communication, and closure documentation. Configure ticket templates, custom fields, and service board workflows to match client SLA requirements and escalation protocols.• Manage ConnectWise client portal access and self-service capabilities including knowledge base population, service request templates, and asset visibility. Train client IT administrators on ticket submission best practices and portal navigation.Required QualificationsTechnical Certifications• Microsoft 365 Certified: Enterprise Administrator Expert (or pathway certification such as MS-100/MS-101) OR equivalent 3+ years of hands-on M365 administration experience.• AZ-104 (Azure Administrator) certification strongly preferred. This demonstrates competency with Entra ID and Azure resource management.• CompTIA Security+ or equivalent industry security certification (CISSP, CCNA) demonstrates commitment to enterprise security fundamentals.Professional Experience• Minimum 4 years of hands-on support experience with Microsoft 365 ecosystem including Exchange Online, SharePoint Online, and Teams administration. This should include experience managing 100+ user tenants at scale.• Minimum 2 years of working experience with ConnectWise Manage AND ConnectWise Automate in production MSP environments serving 20+ concurrent clients. This includes ticket management, automation scripting, monitoring configuration, and client reporting. Hands-on proficiency with ConnectWise agent deployment and troubleshooting.• Minimum 3 years providing desktop support including Windows OS troubleshooting, hardware diagnostics, and device management platform experience (Intune, SCCM, or equivalent).• Demonstrated experience troubleshooting complex M365 integration scenarios such as mailbox migrations, hybrid identity synchronization, or mail flow issues involving third-party email systems.• Proven ability to support geographically dispersed user populations across multiple time zones using remote management tools, ticketing systems, and RMM platforms.• Experience with network-level troubleshooting including DNS, DHCP, VPN, and basic TCP/IP diagnostics. Understanding of how infrastructure issues manifest as application problems.Core Competencies• Exceptional Communication skills - written and verbal.• Exceptional diagnostic thinking. You ask the right questions systematically, isolate variables, and don't accept correlation as causation. You document your logic trail in ConnectWise notes so others can follow your reasoning.• Platform operational fluency with ConnectWise ecosystem. You navigate Manage ticket workflows efficiently, write maintainable Automate scripts, interpret dashboard metrics, and proactively optimize configurations rather than just react to alerts.• Strong communication across technical and non-technical audiences. You explain complex issues clearly to end-users without jargon, and you provide comprehensive technical documentation to engineering teams.• Self-directed learning. Technologies change rapidly; you stay current with M365 updates, ConnectWise platform updates, and emerging security threats. You maintain subscriptions to relevant update channels and experiment in test environments.• Attention to detail and data integrity. You follow established processes and protocols carefully, understand the importance of accurate documentation and asset tracking, and escalate edge cases or exceptions appropriately without cutting corners.• Customer-focused mindset combined with honest assessment of technical limitations. You work toward customer success while being transparent about what's technically feasible, realistic timelines, and cost/benefit tradeoffs.
Job Title
M365 Engineer (Multiple Positions)