Description Role Overview
We are seeking experienced
Mail Engineers to support enterprise-level messaging and mobile device management services within a
highly regulated, government-facing environment. This role is responsible for the
design, configuration, integration, testing, release, maintenance, and operational support of Microsoft O365 and Exchange platforms. The engineer will collaborate closely with service desk, engineering, infrastructure, and customer stakeholders to ensure the reliability, security, and availability of mail and MDM services.
Key Responsibilities
- Design, configure, integrate, test, release, maintain, and support Microsoft O365 Cloud services, including:
- Exchange Online
- Outlook
- OneDrive for Business
- Azure Active Directory
- Microsoft Intune with Apple Business Manager
- Microsoft Security & Compliance tools
- Support Enterprise Messaging and MDM services in a production, regulated environment
- Work collaboratively with Service Desk, Incident Management, Desktop Engineering, Executive Support, Application Hosting, and Infrastructure teams
- Manage incidents and service requests according to urgency, impact, priority, and SLAs, including:
- Assessment and assignment
- Queue monitoring
- Resolution and closure
- Coordinate change and release management activities for mail and MDM services, including:
- Architecture and configuration planning
- Risk and impact analysis
- Scheduling and staffing
- Testing, implementation, and post-release monitoring
- Troubleshoot outages, performance issues, and defects through root-cause analysis, applying workarounds and permanent fixes
- Partner with infrastructure teams and third-party vendors to resolve complex technical issues
- Assess and respond to security incidents and vulnerabilities; implement patches, upgrades, and email-blocking remediation
- Monitor and report on system performance, access, licensing, and capacity, providing recommendations for improvement
- Maintain technical documentation including:
- System designs and architectures
- Standard operating procedures (SOPs)
- Work instructions and knowledge articles
- Licensing and support agreements
- Deliver daily operational reporting and communicate status, risks, and expectations to stakeholders
Requirements Required Qualifications
- Minimum 8 years of experience supporting Enterprise Messaging Services
- Proven expertise with:
- Microsoft O365 / Exchange
- Intune and Apple Business Manager
- Azure Active Directory
- Outlook and Office applications
- OneDrive for Business
- Microsoft Security & Compliance tools
- Strong experience in ITIL-aligned environments (incident, problem, change, and configuration management)
- Demonstrated ability to work effectively in secure, regulated environments
- Strong troubleshooting, analytical, and customer service skills
- Excellent written and verbal communication skills
Preferred Qualifications
- Microsoft O365 certification (or equivalent)
- Strong customer relationship and workload management skills
- Ability to serve as a consultant and change agent within cross-functional technical teams
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