Technical Lead (M365 Focus)

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: TYPE OF WORK

Full Time

: WAGE / SALARY

Php 505.95 per hour

: HOURS PER WEEK

40

: DATE UPDATED

Jun 11, 2026

JOB OVERVIEW

PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***

Job Title: Technical Lead (M365 Focus)
Work Type:
Remote/WFH
Fulltime
Working Hours: 8am-6pm EST
Start Date: ASAP

ROLE OVERVIEW:

The Technical Lead serves as a high?tier technical resource within the Managed Services Service Desk team, providing expert?level troubleshooting, advanced i ---------- resolution, and guidance for complex technical challenges. This role acts as the primary escalation point for unresolved issues and ensures high?quality service delivery, technical accuracy, and rapid restoration of service. This role reports to the Service Desk manager.

JOB ROLE & RESPONSIBILITIES:

1. Technical Escalation & Expert Troubleshooting
Serve as the final escalation point for complex or high?severity technical issues requiring advanced troubleshooting expertise.
Diagnose and resolve advanced issues across, networking, virtualization, and security platforms as well as Microsoft 365, Windows 11 and Windows Server operating systems.
Provide real?time support and guidance to Tier 1–3 analysts during high?priority escalations.
Perform deep?dive technical analysis of recurring issues to identify patterns and implement permanent resolutions.

2. Proactive Alert Monitoring & Response
Monitor security alerts across monitoring platforms.
Triage alerts based on severity, business impact, and SLAs.
Perform advanced troubleshooting behind recurring alerts.

3. Escalated Ticket Ownership
Own and resolve Tier 3+ or escalated tickets from monitoring systems.
Ensure escalated tickets contain complete documentation.
Resolve issues within SLA expectations.

4. Operational Coordination for Alerts & Escalations
Coordinate with service desk leadership to optimize workload distribution.
Communicate with clients and stakeholders during alert?identified risks or degradation.
Perform end of shift handoff of ongoing issues that will span across work shifts

5. Technical Advisory & Best Practices
Advise teams and clients on best practices.
Collaborate on design and optimization initiatives.
Stay current with industry trends to improve tools and standards.

6. Alert?Driven Process Improvement
Analyze alert patterns to identify systemic issues.
Improve workflows and monitoring logic.
Tune monitoring platforms to minimize “noise” and omit unimportant alerts.
Maintain updated documentation for runbooks and procedures.

7. Coaching & Knowledge Transfer
Mentor analysts on advanced troubleshooting skills.
Support onboarding of new employees.
Lead workshops and post?i ---------- reviews.
Timely and thorough documentation of critical/high severity escalations.

8. Other responsibilities
Based on alert activity and volume, other responsibilities will be assigned
Process design and documentation
Flexibility - a key to success for this role

JOB REQUIREMENTS:

5+ years of experience in IT support, systems administration, engineering, or security.
Deep technical expertise across Microsoft 365, Windows Server, networking, virtualization, and cybersecurity.
Strong problem?solving and communication skills.
Relevant certifications (CompTIA, Microsoft, Cisco, ITIL, etc.) are desired.
Previous experience and skills desired related to:
Cisco networking hardware
Fortinet
Threat Locker
Microsoft Sentinel
Halo ITSM
N-Able monitoring

Deep knowledge of:
Microsoft Entra ID (Azure AD)
Conditional Access policies
MFA / SSPR authentication flows
Cloud PC and Windows App access behavior

Strong ability to interpret:
Sign-in logs
Token issuance failures
Security alert context

Operational Judgment
Experience acting as a technical
Ability to make sound decisions under time pressure
Comfortable blocking changes that increase risk, even when resolution is urgent

Communication
Clear, decisive communication in team chats, escalation threads, and verbal communications
Ability to explain why a change is or is not appropriate
Confident interacting with senior engineers and leadership

Success Criteria
Rapid and accurate resolution of assigned issues.
Mentoring other analysts and growing their technical capability.
High service quality and reduced repeat issues.
Improved support effectiveness and documentation completeness.

SKILL REQUIREMENT

Microsoft Dynamics 365 Azure

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Technical Lead (M365 Focus)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

WAGE / SALARY

HOURS PER WEEK

DATE UPDATED

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