Job details
SoftwareOne is seeking an M365 Associate Consultant to join our Cloud Managed Services team. In this role, you will provide advanced technical support across Microsoft 365 environments for global customers, ensuring smooth operations, timely incident resolution, and continuous service improvement.
You will troubleshoot complex M365 issues, act as the first escalation point for L1 engineers, collaborate with senior consultants, and contribute to knowledge sharing—all while delivering a great customer experience in a fast‑paced managed services environment.
Key Responsibilities :
- Resolve complex incidents and service requests across Microsoft 365 workloads within defined SLAs
- Serve as the technical escalation point for Level 1 engineers
- Collaborate with senior consultants for advanced troubleshooting
- Maintain clear and professional communication with global customers
- Own incidents end-to-end—from investigation to resolution
- Create and maintain knowledge articles and process documentation
- Mentor and coach junior team members
- Monitor alerts, identify risks, and proactively address issues
- Contribute to automation and continuous service improvement initiatives
