Advanced Microsoft 365 Support Specialist

Job Description

We are seeking an experienced and skilled technical professional to join our IT support team. The ideal candidate will provide advanced level support for Microsoft 365-related issues, including email, access management, Exchange administration, Teams administration, SharePoint, and OneDrive.

Key Responsibilities

• 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 organization's Microsoft Secure Score, taking proactive steps to enhance the overall M365 security posture.
• Evaluate continuous alignment with corporate security policies and industry best practices for M365 and endpoint protection.

Licensing, Reporting & CSP Coordination

• Work closely with the CSP 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

Secondary Skills (if any)

• Automation & Scripting : PowerShell, Graph API, Microsoft Graph Explorer
• Security Tools : Microsoft 365 Defender Portal, Secure Score Portal, Compliance Portal
• Monitoring : M365 Admin Center, Azure Monitor (basic), Log Analytics (basic)

Education 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

Contact us at [insert contact information] for more information.

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