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L2 Technical Lead / Senior Engineer - M365 Support

L2 Technical Lead / Senior Engineer - M365 Support

Talent SocioDelhi, IN
30+ days ago
Job type
  • Remote
Job description

JOB DESCRIPTION :

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.

9 : 00 AM to 6 : 00 PM US (EST) (Carolina local Time)

Key Responsibilities :

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.

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.

    • 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 organizations 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.

    • 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 cost- effectiveness 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.

    • 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.

    • 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.

    • 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 :

  • Bachelors 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)

    • (ref : hirist.tech)

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