Microsoft 365 Support Engineer L2/L3_3+yrs

Job Summary

We are looking for an experienced Microsoft 365 Support Engineer to manage, administer, and troubleshoot Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft Entra ID, and related security and compliance solutions. The ideal candidate should have strong expertise in L2/L3 troubleshooting, Active Directory, MDM/MAM, identity and access management, and Microsoft 365 security administration.

Key Responsibilities

• 
  

  Microsoft 365 Administration: Administer, manage, and troubleshoot Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and other Microsoft 365 services.

  
  


• 
  

  Identity and Access Management: Manage Microsoft Entra ID, user and group administration, Multi-Factor Authentication (MFA), Conditional Access policies, Single Sign-On (SSO), and access-related issues.

  
  


• 
  

  Exchange Online Administration: Troubleshoot mailbox access, mail flow, transport rules, shared mailboxes, distribution groups, email delivery, Outlook connectivity, and Exchange Online migrations.

  
  


• 
  

  Security and Compliance: Support Microsoft Purview, Data Loss Prevention (DLP), retention policies, eDiscovery, and Microsoft 365 security configurations.

  
  


• 
  

  L2/L3 Troubleshooting: Handle escalated incidents, perform root-cause analysis, resolve complex technical issues, and coordinate with Microsoft Support for product-related escalations.

  
  


• 
  

  MDM/MAM Management: Administer and troubleshoot Mobile Device Management (MDM) and Mobile Application Management (MAM), preferably using Microsoft Intune. Support device enrollment, compliance policies, application protection policies, and device configuration.

  
  


• 
  

  Active Directory (AD) Troubleshooting: Troubleshoot Active Directory issues related to user accounts, groups, authentication, permissions, Group Policy, and directory synchronization with Microsoft Entra ID.

  
  


• 
  

  Incident and Service Request Management: Manage incidents, service requests, and change requests in accordance with defined SLAs and IT service management processes.

  
  


• 
  

  Monitoring and Reporting: Monitor Microsoft 365 service health, maintain technical documentation, prepare operational reports, and identify recurring issues.

  
  


• 
  

  L1 Support Guidance: Provide technical guidance to L1 engineers, assist with complex escalations, and contribute to knowledge base documentation and process improvements.

  
  

Required Skills and Qualifications

• 
  

  Hands-on experience administering and troubleshooting Microsoft 365 environments.

  
  


• 
  

  Strong expertise in Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive.

  
  


• 
  

  Practical experience with Microsoft Entra ID, MFA, Conditional Access, SSO, and identity management.

  
  


• 
  

  Experience with Microsoft Intune, MDM/MAM, device compliance, and application protection policies.

  
  


• 
  

  Working knowledge of Active Directory, Group Policy, authentication, and directory synchronization.

  
  


• 
  

  Knowledge of Microsoft Purview, DLP, retention policies, eDiscovery, and security configurations.

  
  


• 
  

  Strong L2/L3 troubleshooting and root-cause analysis skills.

  
  


• 
  

  Experience managing incidents, service requests, and changes within defined SLAs.

  
  


• 
  

  Good communication, documentation, and stakeholder management skills.

  
  

Preferred Skills

• Microsoft 365 administration or security certifications.


• Experience with PowerShell scripting for Microsoft 365 administration and troubleshooting.


• Familiarity with ITIL-based service management processes.


• Experience coordinating with Microsoft Support and handling critical escalations.

Ideal Candidate Profile

A technically strong Microsoft 365 professional who can independently manage escalated issues across messaging, collaboration, identity, endpoint management, security, and Active Directory while ensuring service availability and SLA compliance.