Synapri
M365 Engineer
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Sector: Public Sector / Government
Job Title: M365 Engineer x2
Type: Contractor
Location: Milton Keynes area (hybrid)
Duration: 6 months initial
Vetting: SC security clearance
The role is focused on knowledge transfer, mentoring, and service stabilisation. It will be embedded into the unit's 2nd Line, to increase the team’s capacity and technical capability to meet an evidenced uplift in Microsoft 365 operational demand and complexity.
- Increase 2nd Line throughput and technical handling
- Stabilise service performance
- Reduce backlog and improve time-to-resolve
- Reduce avoidable escalations to 3rd line
- Increase 2nd line resolution rate for defined M365 categories
- Reduce avoidable escalations into 3rd line
- Uplift internal capability via documentation and structured knowledge transfer
- Provide specialist support for complex M365 incidents and requests at 2nd line
- Improve triage, diagnosis, and resolution pathways to reduce queue time and backlog
- Reduce avoidable escalations to 3rd line through improved 2nd line handling and escalation quality
- Develop and maintain operational documentation:
- runbooks
- SOPs
- troubleshooting guides
- knowledge articles
- Deliver structured knowledge transfer:
- pairing
- clinics
- targeted coaching aligned to skills needs
- Support major incidents and stabilisation activity affecting M365 services
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- M365 support – 2nd line (some 3rd helpful but not essential)
- Exchange online
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- Strong track M365
- Upskill / share knowledge / coaching
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