Customer Service Technician II

Job Title : Customer Service Technician II (CST 2)

Job Location : (To be filled by the HR team)

Shift : Night Shift / 24.7 (as per the requirement)

Experience : 2- 3 years

Job Summary

We are seeking a skilled and customer-focused Microsoft 365 Frontline Support Technician to provide Tier 1 support for M365 services, with a strong emphasis on Licensing, Exchange Online and mail flow troubleshooting. The ideal candidate will assist admins in resolving issues related to email, Teams, licensing, and mobile access.

Key Responsibilities

• Provide first-line support for Microsoft 365 services including Outlook, Emails, Teams and OneDrive.
• Manage user provisioning and license assignment.
• Troubleshoot Exchange Online issues such as mailbox access, mail delivery failures, and spam filtering.
• Perform message traces and interpret Non-Delivery Reports (NDRs).
• Assist with mail flow configuration and routing (MX records, SPF / DKIM / DMARC).
• Support shared mailbox and resource mailbox setups.
• Apply and troubleshoot mail flow rules and transport policies.
• Escalate complex issues further as per the requirements.
• Document solutions and contribute to knowledge base articles.
• Provide training and guidance to frontline users on mobile and web access.

Required Skills & Qualifications

Soft Skills

Preferred Certification

Skills Required

Intune, Dlp, SPF, Exchange Online, Routing, Microsoft 365, Azure Ad, User Provisioning