We are seeking an experienced and customer-focused M365 L2/L3 Support Engineer to join our IT support team. The ideal candidate will provide Tier-2 and Tier-3 support for Microsoft 365-related issues, including email, access management, Exchange administration, Teams administration, SharePoint and OnceDrive Administrtaion, IAM, Entra ID sync, DLP, SSO-MFA, Access Control, and Intune device policy troubleshooting. This role requires availability for 24x7 on-call support, ensuring prompt resolution of critical incidents.
Key Responsibilities:
1. Microsoft 365 Support & Administration
Provide Tier-2 and Tier-3 support for Microsoft 365 services including Exchange Online, Teams, SharePoint Online, and OneDrive for Business.
Create, manage, and maintain user accounts, mailboxes, licenses, and groups in Microsoft 365 and Entra ID (Azure AD).
Troubleshoot and resolve M365-related issues such as mail flow, mailbox access, sync errors,
Teams and SharePoint permissions, and OneDrive storage or sharing problems.
Proactively monitor M365 service health and respond to alerts and incidents to minimize service disruptions.
2. Identity & Access Management (IAM)
Manage user authentication and authorization via Microsoft Entra ID and Azure Active Directory.
Troubleshoot login issues, account lockouts, MFA-related problems, and enforce conditional access policies.
Implement and support Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control measures using Microsoft best practices.
Support and maintain Entra ID synchronization with on-premises AD through Azure AD Connect.
3. Security & Compliance
Implement and manage Microsoft 365 security features such as DLP (Data Loss Prevention), retention policies, and compliance configurations.
Configure and maintain Microsoft Intune for endpoint enrollment, device compliance, and policy enforcement.
Monitor and improve the organization’s Microsoft Secure Score, taking proactive steps to enhance the overall M365 security posture.
Ensure continuous alignment with corporate security policies and industry best practices for M365 and endpoint protection.
4. Licensing, Reporting & CSP Coordination
Work closely with the CSP (Cloud Solution Provider) partner to manage license allocation, monitor usage, and conduct regular audits.
Identify opportunities for license optimization, consolidation, or reallocation to ensure costeffectiveness and compliance.
Assist in securing eligible benefits, offers, and promotional credits from Microsoft or CSPs.
Generate usage and adoption reports to support strategic decisions and improve ROI on M365 investments.
5. Incident, Request & Change Management
Analyze, triage, and resolve user-reported incidents and service requests within defined SLA targets.
Document root cause analysis and implement preventive actions for recurring issues.
Collaborate with L1 support, internal IT teams, and Microsoft Premier Support (or equivalent) for escalations and technical resolution.
Follow ITIL-compliant processes for change management, including configuration updates and environment changes.
6. Operational Excellence & Continuous Improvement
Maintain up-to-date documentation of standard operating procedures, troubleshooting steps, and known issue resolutions.
Identify gaps in support processes and recommend automation or service enhancements.
Contribute to continuous service improvement initiatives and promote knowledge sharing within the support team.
7. Availability & Support Coverage
Participate in a 24x7 rotational on-call support model, including weekends and public holidays, to ensure critical issue coverage.
Provide extended support during major incidents, outages, or during rollout of significant updates or changes.
PRIMARY SKILLS
Microsoft 365 Administration
Microsoft Exchange Online (mail flow, mailbox management, hybrid configuration)
Microsoft Teams administration and troubleshooting
SharePoint Online site and permission management
OneDrive for Business configuration and support
Microsoft 365 Admin Center and Power Platform basics
Identity & Access Management (IAM)
Microsoft Entra ID (Azure AD) – user, group, role, and policy management
Azure AD Connect and Hybrid Identity support
Conditional Access Policies and MFA configuration
SSO (Single Sign-On) and Federation concepts
Role-Based Access Control (RBAC)
Endpoint Management & Intune
Microsoft Intune – policy configuration, compliance management, endpoint onboarding
Mobile Device Management (MDM) and Mobile Application Management (MAM)
Device lifecycle management (Windows Autopilot, BitLocker, etc.)
Security & Compliance
Microsoft 365 Defender Suite (Defender for Office 365, Identity, Endpoint)
Microsoft Purview (Compliance Portal – DLP, retention, eDiscovery)
Microsoft Secure Score analysis and remediation
Data Loss Prevention (DLP) policy creation and enforcement
Information Protection (Sensitivity Labels, Compliance Policies)
Licensing & CSP Engagement
Microsoft 365 licensing plans and service mapping (E3, E5, add-ons)
License assignment and usage reporting via M365 Admin Center / PowerShell
CSP model understanding – license allocation, audits, renewals, offers
PowerShell & Automation
PowerShell scripting for Microsoft 365, Exchange Online, and Azure AD
Microsoft Graph API (basic awareness for advanced automation)
Automated reporting and user management tasks
Monitoring & Support Operations
Microsoft Service Health Dashboard and Message Center
Incident, Request & Change Management (ITIL framework)
Root Cause Analysis (RCA) and problem resolution documentation
Support ticketing systems (ServiceNow, Freshservice, etc.)
Soft Skills & Collaboration
Effective communication with internal teams, CSPs, and end-users
Analytical and problem-solving mindset
Documentation and knowledge base creation
Ability to work in 24x7 support environments and rotational shifts
SECONDARY SKILLS (IF ANY)
Automation & Scripting: PowerShell, Graph API, Microsoft Graph Explorer
Support & ITSM Tools : ServiceNow, Freshservice, Jira Service Management
Security Tools: Microsoft 365 Defender Portal, Secure Score Portal, Compliance Portal
Monitoring: M365 Admin Center, Azure Monitor (basic), Log Analytics (basic)
Collaboration Tools: Microsoft Teams Admin Center, Viva Insights (basic), Microsoft Forms & Planner
Reporting & Audits: Audit Logs, Compliance Reports, Usage Reports (via Admin Center & PowerShell)
Educational Qualifications
Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent practical experience)
Certifications Required(If Any):
MS-102 Microsoft 365 Administrator
SC-300 Microsoft Identity and Access Administrator
MD-102 Endpoint Administrator
SC-900 Microsoft Security, Compliance, and Identity Fundamentals
AZ-104 (optional)Microsoft Azure Administrator (good to have for hybrid/cloud infra roles)
Microsoft 365 Administration, Microsoft Exchange Online, Microsoft Teams Administration, SharePoint Online Management, OneDrive For Business Support, Microsoft 365 Admin Center, Power Platform Basics, Microsoft Entra ID, Azure AD, Azure AD Connect, Conditional Access Policies, MFA Configuration, Single Sign-On, Role-Based Access Control, Microsoft Intune, Mobile Device Management, Device Lifecycle Management, Microsoft 365 Defender Suite, Microsoft Purview, Data Loss Prevention, Retention Policies, Microsoft Secure Score, Sensitivity Labels, Microsoft 365 Licensing Plans, License Assignment, License Usage Reporting, PowerShell Scripting, Microsoft Graph API Awareness, Microsoft Service Health Dashboard, ITIL Framework, Root Cause Analysis, ServiceNow, Freshservice, Effective Communication, Analytical Problem Solving, Documentation Skills, 24x7 Support Availability