M365 L2 Technical Support Engineer

Job Title: M365 L2 Technical Support Engineer

Experience Required: 8+ Years

Location: Trivandrum

Contract Duration: Short Term

Work Time: 06:30 PM to 03:30 AM IST

Job Description

We are seeking an experienced and customer-focused M365 L2/L3 Technical Support Engineer to join our IT support team. The ideal candidate will handle Tier-2 and Tier-3 support for Microsoft 365-related issues, including email, access management, Exchange administration, Teams administration, SharePoint and OneDrive administration, IAM, Entra ID synchronization, DLP, SSO-MFA, access control, and Intune device policy troubleshooting. This role requires availability for 24x7 on-call support to ensure prompt resolution of critical incidents.

Key Responsibilities

Microsoft 365 Support & Administration

- Provide Tier-2 and Tier-3 support for Exchange Online, Teams, SharePoint Online, and OneDrive for Business.
- Manage user accounts, mailboxes, licenses, and groups in Microsoft 365 and Entra ID (Azure AD).
- Troubleshoot mail flow, sync errors, Teams/SharePoint permissions, and OneDrive issues.
- Monitor M365 service health and respond to incidents to minimize disruptions.

Identity & Access Management (IAM)

- Manage authentication and authorization via Microsoft Entra ID and Azure AD.
- Troubleshoot login issues, account lockouts, MFA problems, and enforce conditional access policies.
- Implement and support SSO, MFA, and access control measures.
- Maintain Entra ID synchronization with on-premises AD using Azure AD Connect.

Security & Compliance

- Implement and manage M365 security features such as DLP, retention policies, and compliance configurations.
- Configure Microsoft Intune for endpoint enrollment, compliance, and policy enforcement.
- Monitor and improve Microsoft Secure Score and ensure alignment with corporate security policies.

Licensing, Reporting & CSP Coordination

- Collaborate with CSP partners for license allocation, monitoring, and audits.
- Identify license optimization opportunities and assist with benefit utilization.
- Generate usage and adoption reports to support strategic decisions.

Incident, Request & Change Management

- Resolve user-reported incidents and requests within SLA targets.
- Perform root cause analysis and implement preventive measures.
- Collaborate with L1 support, internal IT, and Microsoft Premier Support for escalations.
- Follow ITIL-compliant processes for change management.

Operational Excellence & Continuous Improvement

- Maintain documentation of SOPs and troubleshooting steps.
- Recommend automation and service enhancements.
- Contribute to continuous service improvement and knowledge sharing.

Availability & Support Coverage

- Participate in a 24x7 on-call rotational model, including weekends and holidays.
- Provide extended support during major incidents or significant rollouts.

Primary Skills

- Microsoft 365 Administration (Exchange Online, Teams, SharePoint Online, OneDrive)
- Microsoft Entra ID (Azure AD), Azure AD Connect, Conditional Access, MFA, SSO
- Microsoft Intune, Mobile Device Management, Device Lifecycle Management
- Microsoft 365 Defender Suite, Microsoft Purview, Data Loss Prevention, Secure Score
- PowerShell scripting for Microsoft 365 and Azure AD
- ITIL-based Incident, Request, and Change Management
- Effective communication, analytical problem-solving, and documentation skills
- 24x7 support readiness and rotational shift adaptability

Secondary Skills

- PowerShell, Microsoft Graph API, Graph Explorer
- ServiceNow, Freshservice, Jira Service Management
- Microsoft 365 Defender Portal, Secure Score Portal, Compliance Portal
- Basic Azure Monitor and Log Analytics
- Microsoft Teams Admin Center, Viva Insights, Microsoft Forms & Planner
- Audit Logs, Compliance Reports, Usage Reports

Educational Qualifications

- Bachelor's degree in Computer Science, Engineering, or related field (or equivalent practical experience).

Certifications (Required/Preferred):

- 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

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