M365 Network Security Support Technician

Position Summary The M365 Network Security Support Technician provides frontline and intermediate technical support for Microsoft 365, user devices, networks, cloud services, and cybersecurity tools. This role helps ensure clients’ systems remain secure, available, updated, and easy for end users to operate. The technician resolves service requests, monitors alerts, supports identity and access management, maintains endpoint and network security controls, documents work performed, and escalates complex issues to senior engineers or security personnel when needed. Key Responsibilities Microsoft 365 and Identity Support Provision, modify, and deactivate Microsoft 365 user accounts, licenses, shared mailboxes, distribution lists, and Microsoft Teams access. Support Microsoft Entra ID identity administration, including password resets, multi-factor authentication, conditional-access support, and user-access reviews. Troubleshoot Outlook, Exchange Online, Teams, OneDrive, SharePoint, and Microsoft 365 application issues. Configure and support secure email practices, including spam filtering, phishing protection, mail flow, and domain protections such as SPF, DKIM, and DMARC. Assist with user onboarding, role changes, and offboarding according to documented procedures. Endpoint and Security Support Deploy, configure, and maintain Windows computers, laptops, mobile devices, printers, and approved peripherals. Monitor endpoint-security alerts and assist with response to malware, suspicious activity, device-health issues, and unauthorized software. Support device encryption, patching, antivirus/EDR, screen-lock, and mobile-device-management requirements. Maintain device inventories, asset records, warranty information, and assignment records. Escalate potential security incidents promptly and preserve relevant information according to incident-response procedures. Network Support Provide first- and second-level support for wired and wireless networks, routers, firewalls, switches, VPNs, and secure remote access. Troubleshoot connectivity, DNS, DHCP, Wi-Fi coverage, printer access, and network-performance issues. Assist with firewall rule changes, network documentation, Wi-Fi security, guest-network configuration, and network segmentation under senior-engineer direction. Monitor network availability and escalate outages or recurring performance concerns. Support secure installation and replacement of network equipment. Client Service and Documentation Respond to support tickets within established service-level targets and communicate clearly with users throughout resolution. Document troubleshooting steps, changes, resolutions, asset updates, and recurring issues in the service-management system. Create and maintain user guides, technical knowledge-base articles, and standard operating procedures. Provide basic end-user coaching on Microsoft 365, secure password practices, phishing awareness, and approved technology use. Coordinate with software, internet, phone, hardware, and security vendors as needed. Compliance and Continuous Improvement Follow company security policies, acceptable-use standards, change-management procedures, and client confidentiality requirements. Support compliance-oriented controls such as access reviews, patch status, backup verification, device inventory, and security-awareness tracking. Identify recurring issues and recommend practical improvements to improve client security, reliability, and user experience. Participate in routine maintenance, security reviews, backup/recovery checks, and after-hours support rotations as assigned.