Microsoft 365 Support Engineer

Description :

We are seeking an experienced Tier 3/4 Azure and Microsoft 365 Support Engineer who can work independently to resolve complex customer issues.

In this senior role, candidates will serve as a top-tier escalation point for Azure and M365 service incidents, leading technical support cases from initiation through resolution.

Candidate will leverage deep expertise in Azure infrastructure (VMs, Storage, Virtual Networks, VPN, ExpressRoute) and Microsoft 365 services to troubleshoot problems, perform thorough Root Cause Analysis (RCA), and drive issues to closure.

The ideal candidate is a self-starter who can take ownership of challenging problems, collaborate with Microsoft Support when necessary, and ensure high customer satisfaction through effective communication and timely solutions.

Responsibilities :

- Resolve Complex Issues : Troubleshoot and resolve complex technical issues across Microsoft Azure and Microsoft 365 environments, working independently as the final escalation point for customer incidents.

- Lead Incident Resolution : Lead end-to-end incident resolution efforts, including performing thorough RCA on major issues and implementing/documenting effective solutions and outcomes.

- Vendor Escalation Management : Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution.

- Azure Infrastructure Support : Manage and troubleshoot Azure infrastructure components (Azure Virtual Machines, Storage accounts, Virtual Networks, VPN gateways, ExpressRoute connectivity) during customer issue resolution.

- Microsoft 365 Support : Provide advanced support for Microsoft 365 services (Exchange Online, SharePoint Online, Teams, etc. ), diagnosing and resolving service-related issues in customer tenants.

- ITIL Process Adherence : Adhere to ITIL processes (Incident, Change, and Problem Management) to ensure structured and efficient handling of support requests and changes.

- Documentation : Document all troubleshooting steps, RCA findings, and resolutions in the ticketing system or knowledge base for future reference and team knowledge sharing.

- Customer Communication : Collaborate with customers and internal teams to provide timely updates and ensure high customer satisfaction throughout the support case lifecycle.

- On-Call Support : Participate in an on-call rotation to provide after-hours support for critical incidents as needed, demonstrating flexibility and reliability.

Requirements :

- Experience : Total years of experience should be 10+ and 7+ years of experience in a technical support role focused on Microsoft Azure and Microsoft 365 services.

- Azure Expertise : Strong expertise in Microsoft Azure infrastructure, including hands-on experience with Azure Virtual Machines, Storage, Virtual Networks, VPN, and ExpressRoute.

- Escalation Handling : Proven experience creating, escalating, and managing support cases with Microsoft to drive complex issues to resolution.

- Troubleshooting Skills : Strong problem-solving abilities with a proven ability to lead complex troubleshooting efforts, perform thorough Root Cause Analysis (RCA), and clearly document resolution steps.

- Independent Ownership : Self-motivated and able to work independently with minimal supervision, taking ownership of complex issues and driving them to resolution.

- ITIL Knowledge : Familiarity with ITIL best practices (Incident, Problem, Change Management) and experience integrating these processes into day-to-day support operations.

- On-Call Availability : Flexibility to be part of an on-call rotation for after-hours (and occasional weekend) support when required.