About UsSince 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $16 billion global provider of IT solutions and services.Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next. But the heartbeat of SHI is our employees - all 7,000 of them. If you join our team, you'll enjoy:- Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
- Continuous professional growth and leadership opportunities.
- Health, wellness, and financial benefits to offer peace of mind to you and your family.
- World-class facilities and the technology you need to thrive - in our offices or yours.
Job SummaryThe Managed Services Engineer - Microsoft 365 & Identity is responsible for designing, deploying, supporting, and optimizing Microsoft 365 and identity-based solutions across SHI-managed customer environments. This role partners closely with internal teams and customers to deliver secure, scalable, and high-performing collaboration, messaging, and identity platforms.
The ideal candidate brings strong Microsoft 365 and identity expertise, a customer-first mindset, and a passion for continuous improvement and automation.
Role Description- Design, build, and support Microsoft 365, Exchange Online, Entra ID (Azure AD), and directory services
- Administer identity platforms, including Entra ID (Azure AD) and Active Directory
- Administer and optimize customers' Microsoft 365 collaboration suite, including Teams, Exchange Online, SharePoint, and OneDrive
- Design, implement, and manage Conditional Access policies within Entra ID (Azure AD) to enforce security requirements and compliance
- Continuously monitor and refine Conditional Access rules to adapt to evolving business needs and threat landscapes
- Collaborate with security and compliance teams to ensure Conditional Access policies align with organizational policies and regulatory requirements
- Design, implement, and manage Mobile Device Management (MDM) policies for secure access and compliance
- Act as the primary escalation point to resolve advanced and complex issues related to Microsoft 365 and Office 365 services, including Teams, Exchange Online, SharePoint, OneDrive, and Intune
- Collaborate with customers to implement changes, resolve issues, and optimize Microsoft 365 and MDM environments based on best practices
- Monitor, troubleshoot, and resolve performance, security, and availability issues
- Optimize environments through standardization, automation, and best practices
- Lead and contribute to managed services and IT projects
- Engage directly with customers through meetings, incidents, change requests, and project delivery
- Develop and maintain Standard Operating Procedures (SOPs)
- Track time and document work accurately within SHI systems
- Participate in audits, compliance activities, and service improvement initiatives
- Mentor and support junior engineers and service desk team members
- Participate in an on-call rotation and provide after-hours support as needed
Behaviors and Competencies- Collaboration: Can proactively seek out diverse perspectives, facilitate open communication among team members, and drive toward consensus and action.
- Initiative: Can proactively seek out challenges, initiate projects, and contribute to innovative ideas.
- Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.
- Customer Service: Can proactively seek out customer feedback, empathize with customers, and tailor solutions to their unique needs.
- Technical Troubleshooting: Can proactively seek out potential technical problems, initiate preventive measures, and contribute to innovative solutions.
- Time Management: Can consistently use time effectively, balance multiple tasks, and meet deadlines.
- Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods.
- Willingness to Learn: Can regularly integrate new skills and knowledge into daily work and is open to feedback and making changes accordingly.
- Self-Development: Can actively seek feedback and use it constructively for personal growth.
Skill Level Requirements- Microsoft 365 administration and troubleshooting
- Exchange Online configuration and support
- Entra ID (Azure AD) administration
- Hands-on experience configuring and supporting Conditional Access policies in Entra ID (Azure AD)
- Ability to assess and remediate user and device access risks using Conditional Access and related security tools
- Familiarity with multi-factor authentication (MFA), sign-in risk policies, and session controls
- Mobile Device Management experience (Tanium, Intune / Endpoint Manager, or equivalent)
- DNS configuration and troubleshooting
- Automation and scripting experience (PowerShell, Python, or similar)
- Familiarity with SaaS security, backup, and recovery solutions
- Strong analytical and technical troubleshooting skills
- Clear written and verbal communication skills
- Ability to communicate technical concepts to both technical and non-technical audiences
- Strong customer focus with a sense of ownership and accountability
- Ability to manage competing priorities and meet deadlines
- Collaborative, team-oriented mindset
- Commitment to continuous learning and improvement
- Ability to work effectively in a remote, camera-on environment
Other Requirements- Bachelor's degree in a related field or equivalent practical experience
- 3-5 years of experience in a managed services or Microsoft 365 engineering role
- Experience working in customer-facing environments
- Experience using version control systems such as Git or Azure DevOps
- Up to 10% travel annually
- Participation in a rotating on-call schedule
- Ability to work occasional evenings, weekends, or holidays as business needs require
- Must maintain utilization targets as defined by leadership
- Must successfully pass a CJIS background check upon hire and annually thereafter
Certifications- Microsoft 365 Associate (or ability to obtain within 3 months)
- ITIL v3+ certification (or ability to obtain within 6 months)
Preferred Qualifications- Experience with IT Glue, Autotask, Datto RMM, or similar tools
- Familiarity with security platforms such as CrowdStrike, Defender, SentinelOne, or similar solutions
- Experience with SaaS data protection and backup solutions such as Druva, SkyKick, or similar
- Experience working in regulated environments
The estimated annual pay range for this position is $110,000 - $140,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity - M/F/Disability/Protected Veteran Status
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