Based on the JD you uploaded, here is a concise summary you can share with the customer as the Dedicated Engineer Scope:
Key Responsibilities- Provide remote desktop and laptop support to end users globally.
- Manage user onboarding and offboarding activities, including account provisioning, groups, and shared mailboxes.
- Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, Exchange, Entra ID, and Active Directory.
- Manage endpoint devices and assets using Microsoft Intune.
- Assist with cybersecurity-related activities such as spam/phishing investigations, lost devices, and data recovery.
- Create and maintain technical documentation, knowledge articles, and operational procedures.
- Coordinate with IT teams on infrastructure projects and operational initiatives.
- Manage incidents and service requests through Jira Service Management.
- Provide timely communication, issue escalation, and status updates to stakeholders.
- Drive proactive issue resolution and continuous service improvement initiatives.
Required Skills- 2+ years of IT Support / Service Desk experience.
- Microsoft 365 Administration.
- Exchange Online, Entra ID (Azure AD), Active Directory.
- Microsoft Intune and Microsoft Defender.
- Jira Service Management and Confluence.
- Strong communication, documentation, and customer service skills.
- Ability to work independently and collaborate with global teams.
Support Model- Primary end-user support resource.
- First point of contact for desktop, laptop, Microsoft 365, and user access-related issues.
- Coordinate with Infrastructure and Network SMEs when specialized support is required.
- Maintain documentation, knowledge base articles, and operational processes.
This is customer-friendly and can be directly added to the SOW or transition plan.
