M365 Support Engineer

Job Function: Services The role:

• Do you enjoy solving technical challenges and providing clear, customer‑focused support?
• Ready to work in a dynamic environment where troubleshooting, learning, and collaboration go hand in hand?

Practical Information

Location: Bucharest, Romania | Reports to: Services Team Lead | Work Arrangement: Hybrid | Visa Requirements: Valid Visa for Romania| Language Requirements: Fluent/professional English****written and verbal; French or any other EU language is an advantage

We are looking for a M365 Support Engineerto join an international team working across Workplace, Data Center and Security. In this role, you will support enterprise customers, troubleshoot incidents, and keep systems running smoothly. You will learn from experienced engineers, gain certifications, and build a foundation for your IT career.

Key Responsibilities

• Deliver Level 1 technical support for Microsoft 365 cloud technologies as part of a global support model (EMEA day shift only)
• Troubleshoot and resolve customer issues efficiently, operating calmly under pressure when systems are impacted
• Drive incidents through resolution, escalating to Level 2/3 or the Team Lead when required
• Communicate clearly with customers, keeping them informed of incident progress, service updates, and critical events
• Apply advanced troubleshooting techniques to provide tailored solutions for customer environments
• Contribute to Knowledge Base articles and maintain accurate technical documentation
• Follow defined quality and security processes, ensuring tickets are resolved quickly and effectively
• Support continuous improvement initiatives, including service improvement programs and customer satisfaction feedback

What we need to see from you:

• Demonstrated experience in technical support or managed services, with fluency in English and French, or any other EU language is an advantage and the ability to work effectively in fast‑paced, customer‑facing environments
• Solid working knowledge of M365 core workloads, including Exchange Online, SharePoint, OneDrive, and Teams
• Troubleshooting skills across security, networking, email integration, Intune/MDM, and desktop client interactions with M365, supported by a methodical, solution‑driven mindset
• Familiarity with Office 365 Security & Compliance features and modern authentication protocols
• Experience working within ITIL‑based, change‑controlled environments, following structured processes
• Strong communication skills, both written and verbal, with a willingness to learn, pursue certifications, and contribute to team knowledge‑sharing initiatives

What we offer:

Our company benefits vary based on your location, but always include:

• Global company culture: We defined our 6 core values through our company culture (https://www.softwareone.com/en/our-story/our-values)
• A mentor who supports your successful start and is at your side with advice and action
• President’s Club: Recognition awarded by leadership and your peers
• Lifelong education: A variety of training and development opportunities
• Hire to Grow: We optimize our internal structures and feedback culture constantly to be your Employer of Choice, today and in future

Why SoftwareOne?:

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.

Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.

Accommodations:

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at [email protected].

Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.