Job Description
Office 365 CONSULTANT
Position Overview
This role serves as the primary technical resource responsible for the ongoing administration, operational support, incident management, and optimization of the organization’s Microsoft 365 and Teams environment. The consultant will deliver managed services across six core M365 capability areas—Email, Collaboration, Meetings and Chat, Office Productivity, Security and Compliance, and Identity and Access Management—as well as supporting add-on services including Microsoft Defender for Office 365 Plan 1 and a self-service training portal.
The ideal candidate combines deep Microsoft 365 technical expertise with strong ITIL-aligned service management skills, enabling them to support a government customer’s complex environment spanning Exchange Online, SharePoint Online, OneDrive for Business, Microsoft Teams, Azure Active Directory, Exchange Online Protection, and Microsoft Defender.
Core Responsibilities
Exchange Online Administration
• Maintain mailbox policies, compliance and retention policies, naming standards for mailboxes, aliases, distribution lists, and shared resources
• Configure and manage online archive, resources, shared mailboxes, and ActiveSync connectivity for supported mobile devices
• Support Exchange Hybrid configurations including tenant-side hybrid mail routing and on-premise coordination
• Troubleshoot mail delivery incidents; assist users with Outlook mobile client configuration for email receipt
• Manage mailbox access in accordance with strict authorization and role-segregation procedures during incident resolution
SharePoint Online & OneDrive for Business
• Provide administration support for SharePoint Online including coordination on information rights management (IRM/RMS) policies
• Manage OneDrive for Business user settings, eligibility assignments, and incident escalation for enterprise OneDrive
• Triage OneDrive client user incidents and assist with mobile Online client configuration
Microsoft Teams Administration
• Manage Teams tenant settings including team creation, ownership, content authorization, quotas, guest policies, and restoration
• Assign administrative owners and manage channels and participants within customer Teams
• Contact appropriate support teams for connectivity and user authentication incidents within Teams
Office Productivity (M365 Apps)
• Provide administration support for Word, PowerPoint, Excel, Outlook, OneNote, Publisher, and Microsoft Access
• Associate users to M365 Office Applications and manage license assignments per customer authorization
Exchange Online Protection (EOP) & Security
• Maintain and configure EOP policies; manage transport layer and security enforcement policies within M365 parameters
• Manage message disclaimers, send/receive connectors, filter and spam filter policies per customer direction
• Manage sender Blacklist and Whitelist (SMTP, domain, IP) based on customer business requirements and approval
• Monitor for malware threats, communicate quarantine actions, release false-positive messages with customer written approval
• Post false positive and negative feedback to Microsoft; liaise with customer security team on threat response
Identity & Access Management (Azure AD / Entra ID)
• Configure and manage Microsoft 365 Multi-Factor Authentication (MFA) service, including trusted IP addresses and authentication methods
• Manage MFA user status (disable/enable/enforce), days-to-remember policies, and one-time bypass requests
• Troubleshoot second-factor authentication incidents
Azure Active Directory Support
• Perform Azure AD Connect health checks, monitoring, version upgrades, and sync configuration management
• Manage user/group synchronization, custom domain names, and SSPR management
• Configure and manage Conditional Access policies (create/modify/disable) and Enterprise Application registrations
• Monitor AD synchronization with Azure AD; troubleshoot and correct sync conflicts
• Manage Azure AD Roles and Administrator role assignments
Service Management & ITIL Processes
Incident Management
• Accept incidents escalated from the customer’s Level 1 service desk after validation that the issue is related to M365 services
• Respond to Priority 1 and Priority 2 incidents on a 24x7 basis; coordinate incident support directly with Microsoft
• Assess incident priority and impact, communicate status to customers, and implement fixes or workarounds to prevent recurrence
• Liaise with Microsoft on incidents affecting service levels; assist customer in obtaining eligible service credits
Problem Management
• Conduct root cause analysis for Priority 1 incidents and recurring issues
• Provide summary timelines of recurring P1 outages; escalate problems to Microsoft as needed
• Coordinate with Microsoft on post-mortem reviews and forward relevant findings to customer
Change Management
• Execute standard change management processes for operational changes that do not require a Contract Change
• Participate in customer change management processes to plan, document, notify, and implement service changes
• Advise customer of upcoming Microsoft platform changes that may impact availability and coordinate configuration change requests
Service Request Management
• Manage and operate Service Request automation (SRa) platform built on Microsoft Power Platform
• Process Standard Service Requests (SSRs) from the MAT service catalog including distribution group, shared mailbox, and mailbox access changes
• Scope, quote, and process Non-Standard Service Requests (NSSRs) through the Change Control Process or on a T&M basis
Reporting & Monitoring
• Produce standard monthly reports via M365 Automated Reporting and PowerBI Reporting Analytics (PRA)
• Monitor M365 Applications at the tenant level; respond to alerts and provide monthly availability reports
• Generate NSSR security reports detailing access requests, granted roles, access periods, and related incidents
• Support custom or ad-hoc reporting requests on a time-and-materials basis
Qualifications
REQUIRED QUALIFICATIONS:
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Additional Information
EDC and our subsidiaries are equal opportunity employers.