Support Engineer - Lead

Job Description:

We are looking for a proactive and technically skilled Active Directory O365 Support Engineer to join our team. This role focuses on providing support for Active Directory (AD) accounts, resolving mailbox issues, handling password reset requests, performing Domain Controller patching activities, and automating routine tasks. The ideal candidate will also have hands-on experience with ServiceNow for ticket management and strong troubleshooting skills for Active Directory and Office 365 environments.

Key Responsibilities:

• Password Reset Management: Handle and resolve password reset tickets for users in a timely and secure manner, ensuring that all requests are processed according to internal security protocols.
• Active Directory (AD) Account Creation: Manage the creation, modification, and deletion of Active Directory accounts, ensuring compliance with organizational policies and procedures.
• Mailbox Support: Provide timely resolution for mailbox issues in Office 365 (O365), including troubleshooting, mailbox migrations, and permissions issues.
• Domain Controller Patching: Assist in the patching and updating of Domain Controllers, ensuring that security patches and updates are applied as per the organization s patch management process.
• Automation: Automate routine tasks and processes related to Active Directory and O365 support using scripts or automation tools.
• ServiceNow Ticket Management: Use the ServiceNow tool for handling and tracking incident tickets related to Active Directory, O365, and other IT support requests, ensuring timely resolution and proper documentation.
• Troubleshooting: Troubleshoot issues related to AD, O365, and mailbox management, providing efficient and effective solutions to end-users.
• Documentation Reporting: Maintain accurate records of issues, resolutions, and procedures. Provide regular status reports and documentation for IT and security audits.
• Collaboration Support: Work closely with other IT teams to ensure smooth and effective Active Directory and O365 environments. Support various internal teams in addressing their IT-related needs.

Required Skills Qualifications:

• Proven experience in Active Directory (AD) administration and O365 support.
• Knowledge of ServiceNow tool for ticketing, incident management, and service requests.
• Strong experience with password reset management, AD account creation, and mailbox troubleshooting in O365 environments.
• Experience with Domain Controller patching and understanding of patch management practices.
• Familiarity with automation tools for AD and O365 support tasks (e.g., PowerShell scripting, automation tools).
• Good understanding of networking, authentication protocols, and directory services.
• Strong problem-solving and troubleshooting skills in Windows-based environments.
• Excellent communication skills and the ability to provide clear documentation and user support.
• Ability to handle multiple support requests and prioritize tasks efficiently.

Preferred Qualifications:

• Certifications such as Microsoft Certified: Azure Administrator Associate, Microsoft Certified: Security, Compliance, and Identity Fundamentals, or similar.
• Experience with PowerShell scripting for automating Active Directory and Office 365 tasks.
• Familiarity with O365 migration tools and techniques.
• Experience with network security practices for user authentication and access control.

ThoughtFocus helps forward-looking companies and organizations in financial services (capital markets, payments/loyalty, and mortgage/lending), manufacturing, and higher education/public sector innovate and achieve a better future faster. ThoughtFocus innovative and cutting-edge technology solutions enable its customers to deploy new capabilities faster, deliver better user experiences, and drive operating efficiencies. We do this through executional excellence and mitigating the risk of change. With headquarters in the U.S., the Company has more than 2,100 employees in locations spread across 5 countries.

We are a global company that brings together skilled professionals from many diverse industries and experiences. Within a broad framework of teamwork, knowledge sharing, and collaboration, we encourage associates to achieve and excel in ways they never have imagined for themselves.

Building impactful solutions for complicated business problems requires great people. ThoughtFocus is a firm built on the talent of its people. We work hard every day to nurture and expand the capabilities of our team members. As a member of the ThoughtFocus team, you will be challenged every day to deliver innovative business solutions, elegant technology, and sophisticated business services focused on our clients end goals.

ThoughtFocus offers a competitive benefit package including health, dental, vision, short-term disability, outstanding 401(k), paid vacation, sick, and holiday and much more. Build a better future faster with ThoughtFocus today.

As an equal opportunity employer, it is the policy of ThoughtFocus, Inc. to recruit, hire, train, promote and develop individuals for all job classifications without regard to race, color, religion (creed), sex, age, national origin, disability, citizenship status, sexual orientation, marital status, or military veteran status.