DATAMTX LLC
M365 Service Desk Technician (Onsite Support)
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WHO WE ARE
Datamtx (www.datamtx.com), established in 1993, is globally HQ'd in Atlanta, USA, with a stellar history supporting both M365 Workplace Modernization and ERP / SaaS implementations for S/4HANA, JDE, Oracle Cloud ERP, Peoplesoft, Deltek, Infor (M3 / S3 / Syteline / LN / Factory Track / MacPac XE / LX, XA, CPQ), IFS, Deltek, Blackbaud, Ellucian Banner, D365, SysPro, Epicor, Plex, BlackLine, etc.
Our M365 / ERP projects cover the gamut of typical implementation but we also support bespoke projects and specialty staffing needs covering: data cleanse, customizations, lift & shift, cloud & data migrations, M&A consolidations, Hypercare and Day 1 support. We are also globally partnered with some of some of the Top Accounting, Advisory and Audit firms.
THE ROLE
Job Description: M365 Service Desk Technician (White-Glove Onsite Support)
Position Title: M365 Service Desk Technician
Role Type: 12-Month Fixed-Term Contract
Location: Onsite – Dual Locations (London and Manchester, UK)
Working Pattern: Full-Time, Monday–Friday (Onsite Presence Required)
Reporting To: IT Service Desk Manager / Technical Project Lead
Job Summary
We are seeking dedicated, polished, and customer-focused M365 Service Desk Technicians to join our team on a 12-month contract. Operating onsite across our London and Manchester offices, you will be the face of IT during a critical organization-wide Microsoft 365 tenant migration.
In this role, technical proficiency meets high-touch, executive-level customer service. You will guide end-users through post-migration activities, manage identity and access via Entra ID, configure local infrastructure (shared folders and printers), and provide white-glove, face-to-face support to ensure seamless business continuity with zero downtime for our staff.
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Key Responsibilities
M365 Migration & Identity Support
- Tenant Migration Support: Assist in executing M365 tenant-to-tenant migration tasks, ensuring user mailboxes, OneDrive, and SharePoint data transition smoothly.
- Post-Migration Login Assistance: Deliver floor-walking and concierge-style support to assist staff with post-migration logins, MFA resets, profile syncs, and client re-authentications (Outlook, Teams, OneDrive).
- Entra ID (Azure AD) Management: Administer Entra ID environments including user provisioning/deprovisioning, dynamic and static group assignments, licensing allocations, and Conditional Access/MFA troubleshooting.
Local Infrastructure & Endpoint Configuration
- Shared Folders & File Security: Provision and troubleshoot access to network shares, SharePoint Online sites, and local drive mappings; manage granular permissions (NTFS/Cloud).
- Printer Configuration & Diagnostics: Setup, map, and troubleshoot local network printers, multi-function devices (MFDs), and secure cloud-print solutions across offices.
- Device Setup & Triage: Perform physical and logical endpoint setup (Windows 10/11, macOS), ensuring corporate images, M365 apps, and security policies are applied correctly.
White-Glove Client Service & Desk Side Support
- High-Touch Support: Provide empathy-driven, white-glove technical assistance to VIPs, executives, and general business users onsite, minimizing friction and user anxiety during technical changes.
- Floor Walking & Drop-In Desk: Proactively engage with users post-migration to gather feedback, address immediate pain points, and offer micro-coaching on M365 applications.
- Ticket Management: Log, triage, and resolve incidents and service requests within SLAs using our ITSM platform, ensuring clear and empathetic user communications throughout.
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Key Requirements & Qualifications
Technical Experience
- M365 & Entra ID: Hands-on experience with Microsoft 365 administration (Exchange Online, Teams, OneDrive, SharePoint) and Entra ID user/group management.
- Migration Exposure: Previous experience operating within an M365 tenant migration project (M365-to-M365 or on-premise to cloud) is highly advantageous.
- Directory Services & Storage: Solid understanding of NTFS permissions, shared folder mapping, Active Directory/Entra ID synchronization.
- Hardware & Peripherals: Deep expertise in Windows OS (10/11), laptop deployments, local/network printer drivers, print queues, and peripheral diagnostics.
Soft Skills & Client Facing Excellence
- White-Glove Customer Service: Demonstrated ability to remain calm, professional, and reassuring in front-facing, executive, or high-pressure environments.
- Clear Communication: Excellent verbal and written English skills with the ability to explain complex M365 changes in plain language to non-technical staff.
- Adaptability & Initiative: Strong problem-solving mindset with a "no task is too small" attitude when delivering onsite support.
Work Location Requirements
- Ability to work 100% onsite in either the London or Manchester office locations for the full 12-month contract duration.
Desirable Certifications
- Microsoft Certified: Fundamentals (MS-900 / SC-900) or Microsoft 365 Certified: Endpoint Administrator.
- ITIL Foundation (v3 or v4).
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