Solid experience in a service desk or identity administration role
Hands-on experience with: Active Directory (users, groups, OU structures), Entra ID / Azure AD, Microsoft 365 Admin Portal, Exchange Online and basic mail flow troubleshooting
Experience with PowerShell scripting for user and mailbox administration (Desirable)
Strong understanding of identity lifecycle management
Ability to follow documented procedures and adhere to security standards
Excellent communication and presentation skills, with the ability to convey complex information to IT and non-IT stakeholders.
Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines.
Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly.
Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment.
Responsibilities:
Create, modify, and disable user accounts in Active Directory and Entra ID
Manage group memberships and permissions based on role-based access controls
Process onboarding/offboarding tasks and related checklists
Perform information changes such as name, department, or manager updates
Troubleshoot and resolve issues related to mail flow, distribution groups, shared mailboxes, and calendar sharing
Implement mailbox permissions, forwarding, and aliases
Support Exchange Online configurations and identity synchronization
Manage licensing and provisioning through Microsoft 365 Admin Center and PowerShell (if applicable)
Assist with Multi-Factor Authentication (MFA) configurations and self-service reset tools
Monitor access policies, conditional access, and compliance rules
Escalate security risks or anomalies related to identity or email
Deliver excellent customer service via ticketing system, phone, and email
Document processes, resolutions, and client-specific procedures
Participate in internal knowledge-sharing and process improvement discussions