IT Engineer – Microsoft 365 Messaging & Collaboration Operations

## Company: Qualcomm Intl Inc., Mexico Branch Office ## Job Area: Information Technology Group, Information Technology Group > IT Engineering General Summary: Job Summary We are seeking a mid‑level Microsoft 365 Messaging & Collaboration Operations IT Engineer to provide operational support for enterprise Microsoft 365 services, including SharePoint, OneDrive, Teams, Exchange, **Proofpoint**, Power Platform and other M365 collaboration services**. This role supports day‑to‑day operations, advanced troubleshooting, and incident resolution for messaging services, ensuring reliability, security, and a positive end‑user experience. The engineer will partner closely with Tier 1 IT ServiceDesk, Identity and Access Management teams as well as Tier 3 engineers, IT Security, and external vendors. Key Responsibilities M365 Services Support * Provide Operational support for Microsoft 365 services. * Troubleshoot complex issues including SharePoint/OneDrive permissions, Teams call/channel support, mail flow, delivery failures, mailbox access, calendar issues, and client connectivity. * Support Proofpoint for email security operations, including spam/phish analysis, message tracing, policy exceptions, and user‑reported threats. Incident & Operational Support * Resolve escalated incidents from Tier 1 within defined SLAs. * Perform root cause analysis for recurring messaging issues and contribute to problem management efforts. * Monitor service health dashboards and respond to alerts and service degradation events. * Participate in change implementation and operational maintenance activities. Power BI & Data Analytics * Data modeling, analytics, and Power BI to design, build, and support enterprise‑grade solutions * Integrate data from Microsoft 365 (SharePoint, OneDrive, Teams) and enterprise data sources (e.g., SQL, Azure data services). * Strong Power BI and data skills with hands‑on experience across Microsoft 365 integrations, enabling data‑driven decision‑making and process optimization at scale. * Leverage Dataverse where appropriate, including data modeling and environment management. Security, Compliance & Investigations * Assist with phishing and compromised account investigations in coordination with Security teams. * Purview/sensitivity label operational support * Support email‑related compliance activities such as message searches, eDiscovery requests, and retention‑related tasks (as directed). * Follow security runbooks and escalation procedures for high‑risk or security‑related incidents. Documentation & Continuous Improvement * Maintain and update operational documentation, troubleshooting guides, and runbooks. * Identify opportunities to improve support processes, reduce ticket volume, and enhance service stability. * Provide feedback and guidance to Tier 1 support to improve first‑contact resolution. Required Qualifications * 3–5 years of experience supporting enterprise messaging and collaboration systems. * Hands‑on experience with Microsoft 365 / SharePoint / Teams / Exchange Online in a production environment. * Experience supporting Proofpoint or a similar enterprise email security solution. * Strong troubleshooting skills related to email flow, DNS (SPF, DKIM, DMARC), and Outlook / client connectivity. * Experience working in a Tier 2 support or operations role. * Familiarity with IT incident, problem, and change management processes. Preferred Qualifications * Working knowledge of Microsoft 365 security and compliance concepts related to messaging. * Experience supporting SharePoint Online, OneDrive for Business, and Microsoft Teams in a production enterprise environment. * Experience supporting hybrid Exchange environments. * Basic to intermediate PowerShell experience for administrative or troubleshooting tasks. * Experience with Microsoft Graph API to support advanced troubleshooting, automation, and integration scenarios across Exchange...