L2- M365 & Windows Support Engineer

Required Qualifications

• Experience: 5 to 8 years of technical support experience in an enterprise or MSP environment with a focus on Microsoft 365 and Windows endpoint/server platforms.
• Technical Skills:
• Strong working knowledge of Microsoft 365 admin centers (Exchange Online, Teams, SharePoint Online, OneDrive)
• Hands-on experience with Windows Server administration, Intune/SCCM device management, and Windows Defender endpoint security
• Solid troubleshooting of identity issues (Microsoft Entra ID, MFA, conditional access) and Windows endpoint security fundamentals
• Communication: Clear and professional verbal and written communication skills.
• Ticket Management: Experience working within a ticketing system and adhering to SLAs.
• Team Player: Willingness to learn, collaborate with others, and grow within the team.

Preferred Qualifications

• Microsoft MS-102, MD-102, or MS-900 certification (or working toward it)
• Experience with PowerShell for M365/Windows administration and scripting
• Knowledge of hybrid identity environments and Active Directory synchronization (e.g., Entra Connect)
• Familiarity with change management and ITSM frameworks such as ITIL

Additional Information

• Must be able to work in a 24/7 environment with rotating shifts or on-call support schedule.
• Opportunities for professional growth through training and certification support
• Involvement in process improvement initiatives and team coordination activities
• Looking for candidates who can join in 30 days or less

#LI-RB1

• Incident Resolution: Investigate and resolve moderately complex support tickets involving Microsoft 365 and Windows endpoint/server environments within
  defined SLAs.
• Service Requests: Fulfill standard service requests, including user provisioning, license assignments, mailbox configurations, group management, and access
  permissions.
• System Monitoring & Alerts: Monitor Microsoft 365 and Windows endpoint/server environments using tools and dashboards. Respond to alerts and warnings by
  taking corrective action or escalating to Tier 3.
• Microsoft 365 & Windows Endpoint Support: Handle common support tasks in Exchange Online, Teams, OneDrive, and SharePoint Online, plus Windows
  Server, Intune, SCCM, and Windows Defender endpoint management. Includes troubleshooting mail flow, Teams access, device compliance, and collaboration
  issues.
• Identity & Access Support: Provide working-level support for Microsoft Entra ID (Azure AD), including user/group provisioning, MFA, conditional access basics,
  and password/access troubleshooting.
• Documentation: Record troubleshooting steps, resolutions, and workarounds in the ticketing system and internal knowledge base to aid future issue resolution.
• Microsoft Ticket Management: Open and manage Microsoft support tickets, ensuring accurate feedback and case number tracking for efficient case
  management.
• Queue Management: Manage ticket queues, handle low-hanging fruit tickets, and distribute tickets equally among team members to ensure efficient workflow.
• Daily Ticket Review: Conduct daily reviews of cases to ensure ticket compliance (correct ticket state, correct CIs, Attributes, OEM ticket number) and updates
  are maintained.
• P1 Case Management: Assist in managing critical P1 cases, including escalations and providing case updates on technical work.
• Customer Interaction: Communicate with customers to gather information, provide updates, and guide them through resolution steps in a professional and timely
  manner.
• Collaboration: Work closely with Tier 1 engineers for knowledge transfer and assist with technical escalations. Collaborate with Tier 3 engineers for guidance
  and issue escalation.
• ITIL Compliance: Follow standard ITIL-based processes for incident and change management, maintaining clear and accurate ticket records.
• Training & Development: Participate in training programs and contribute to the development of new team members.