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 Online, Teams, and other M365 services, enabling faster issue resolution and deeper service insights. • Experience in a large‑scale or global enterprise IT environment. • Solid understanding of data concepts (relational modeling, ETL/ELT, performance optimization). • Knowledge of Microsoft Fabric concepts and tooling. • Relevant Microsoft or security certifications are a plus.Core Skills & Attributes • Strong problem‑solving and analytical skills. • Clear communication skills for working with end users, support teams, and stakeholders. • Ability to prioritize and manage multiple support issues simultaneously. • Team‑oriented mindset with a focus on operational excellence and customer service. Minimum Qualifications: • 3+ years of IT-related work experience with a Bachelor's degree. OR 5+ years of IT-related work experience without a Bachelor’s degree. Applicants: Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail disability-accomodations@qualcomm.com or call Qualcomm's toll-free number found here. Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. (Keep in mind that this email address is used to provide reasonable accommodations for individuals with disabilities. We will not respond here to requests for updates on applications or resume inquiries). Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law. To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Qualcomm. Staffing and recruiting agencies and individuals being represented by an agency are not authorized to use this site or to submit profiles, applications or resumes, and any such submissions will be considered unsolicited. Qualcomm does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Qualcomm employees or any other company location. Qualcomm is not responsible for any fees related to unsolicited resumes/applications. If you would like more information about this role, please contact Qualcomm Careers.