SaaS Support Engineer
Overview and Purpose
As a SaaS Support Engineer, you will play a crucial role in ensuring the smooth operation of Markmonitor Group’s growing number of cloud-based services but with specific emphasis on our Microsoft suite of SaaS services. Your focus will be on providing exceptional technical support to end-users, managing SaaS platforms, and managing/enhancing security controls within the scope of the company's ISMS.
SaaS Support
· Manage and administer Markmonitor Group’s SaaS applications with emphasis on our Microsoft 365 and Azure Active Directory implementation and user base.
· Ensure that Microsoft 365 product knowledge is shared with team members on a regular basis and that collectively we build our team knowledge of the 365 ecosystem.
· Stay informed of and promote through prototyping/POCs, new products and features to help with business workflow efficiency, compliance and with opportunities to reduce cost.
· Collaborate with cross-functional teams to collect requirements, design, configure, deploy and manage SaaS applications.
· Administer and maintain SaaS platforms, ensuring optimal performance and availability.
· Monitor service health, troubleshoot incidents, and escalate complex issues as needed.
Technical Support
· Provide first line IT technical support to company staff through in person and remote means keeping staff Informed of progress.
· Troubleshoot and resolve user issues related to software functionality, access, and performance.
· Ensure monitoring, prioritizing and triaging of support tickets and promptly establish resolution ownership. Wherever possible owning and resolving tickets within the 1st line team or escalating them where necessary to the appropriate 2nd line support team.
· Working closely with all technology functional teams to onboard systems knowledge and skills needed to resolve more tickets at the front line.
· Purchasing, configuring and managing the company's Windows and Apple based PCs, laptops and printers/peripherals and ensuring the asset register Is maintained.
· Administering the company's VOIP telephone system (BT Cloud).
InfoSec Support
· Implement security best practices across company SaaS services and ensure Inventory of SaaS services Is maintained.
· Working with the IT Operations team to maintain the company's Microsoft Secure Score at 70%+ through effective monitoring and use of adopted security applications and services which Include
o Microsoft Defender for Endpoint
o Microsoft InTune
· Further improve Security Posture through controlled and tested implementation of Secure Score recommendations as they relate to Identity management, data, devices and app management.
· Ensuring full compliance with Markmonitor Group’s ISMS (certified to ISO27701) in general and specifically as It relates to IT technical support services.
· Collaborate with Markmonitor Group’s SOC In the analysis and resolution of security related incidents. These will largely be tracked In our SIEM platform, Microsoft Sentinel.
Other relevant support Activities
· Provide support to the marketing department with respect to the ongoing maintenance of company (wordpress) websites.
· Provide the IT Operations team with project office support to help the team's engineers focus on delivery rather than management.
· Keep the management updated with regular progress/Issues/risks for both project specific or BAU conducted by the technical support team.
Qualifications and Skills
· 2 Years + experience in a relevant role.
· Bachelor’s degree in Computer Science, Information Technology, or related field however work experience Is more Important.
· Demonstrable use of administering the Microsoft 365 suite of services used by the company (see skills matrix)
· Proportional understanding of cybersecurity principles and best practices, including threat detection, incident response, and compliance. Is not expected to be an authority but can demonstrate good industry and technology awareness. Proactively contributing to ongoing improvement in the company’s security posture.
· Strong problem-solving skills and attention to detail.
· Excellent communication and customer service skills.
· You should demonstrate appropriate skills and knowledge in the use of the following technologies and frameworks.