Senior M365 Engineer - Hybrid

Duties and Responsibilities

• Supports collaboration tools end to end, such as Exchange 2016, Exchange Online, Azure AD, AzureAD Connect sync, Active Directory, Teams, SharePoint Online, Microsoft Office Applications, and others.
• Performs migrations to Surgery Partners' e-mail platform from any source system.
• Logs all requests within Surgery Partners' ticketing system.
• Follows up with other support staff involved in the resolution to ensure incidents are resolved, requests fulfilled, and customer communication is complete.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Documents resolutions and updates appropriate self-help, FAQ, and knowledge bases.
• Works with leadership to improve processes, procedures, and other functions.
• Handles escalations relating to customer services or minor technical issues.
• Provides after-hours and on-call support as needed.

Qualifications

Education

• Associate degree; or equivalent experience and/or training may be considered.
• Bachelor’s degree preferred.

Experience

• Senior System Administrator - IT M365 Administrator.
• 0-2 years of professional experience.
• Healthcare technology experience preferred.

Licenses/Certifications

• N/A

Knowledge, Skills, and Abilities

• Strong analytical and problem-solving skills.
• Effective communication and ability to collaborate with diverse teams.
• Strong organizational and time-management skills.
• Eagerness to learn and adapt to new challenges.
• Strong customer service skills.
• Strong initiative and ability to work in a team environment.

Core Competencies

• Detail-oriented approach to troubleshooting and process improvement.
• Commitment to upholding safety and quality standards in a healthcare setting.
• Ability to work effectively in a fast-paced, regulated environment.

Working Conditions

Physical Requirements

• Talk / Hear
• See
• Sit
• Stand
• Repetitive Use of Hands

Hazards and Atmospheric Conditions

• Normal Office Surroundings

Competencies

Agility

• Resourcefulness: Adapts quickly to changing circumstances; cleverly navigates obstacles and constraints.
• Manages Uncertainty: Comfortable when things are in flux; readily shifts approach or behavior to fit changing circumstances.

Bias to Action

• Action Oriented: Propensity to act or decide and move forward with a logical approach; can decide and act without having the total picture.
• Delivering Results: Strives for high levels of achievement; maintains a clear and steady focus on meeting goals despite obstacles; is resilient when encountering setbacks.

Customer Focus

• Identifying with Customers: Understanding who the external and internal customers are and what they value.

Managing Complexity

• Essence: Extracts the core meaning out of complex situations; can separate the important from the noise when problem solving; hunts for the root cause of successes and failures.
• Manages Conflict: Can hammer out tough agreements and settle disputes equitably. Stays positive, constructive, and respectful, even in disagreements or conflicts.

Capability Building

• Helps Others Succeed: Steps aside and lets others shine; serves as a mentor and coach; helps others apply their strengths and shore up on their weaknesses.

Interpersonal Impact

• People Smart: Reads people well; can articulate the qualities, perspectives, strengths, and weaknesses of others.
• Influence: Even without direct authority finds common ground and win/win solutions, gaining alignment on the path forward.

Strategic Vision

• Inspires Others: Creates common purpose and shared mindset; raises others' confidence to tackle challenges; promote