Provide L2/L3 support for M365 services: Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID (Azure AD), Intune, M365 Apps.
Troubleshoot and resolve incidents related to:
Identity & access (MFA, Conditional Access, SSO issues, token/auth problems)
Email (mail flow, quarantine/phish, Outlook profile, mobile access, transport rules)
Teams (sign-in, chat/meeting, add-ins, call quality, device issues)
SharePoint/OneDrive (permissions, sharing, sync client errors, storage/retention)
Endpoint management (Intune enrollment, compliance, app deployment, policies)
Perform root-cause analysis, implement permanent fixes, and document known errors/workarounds.
Monitor service health, respond to advisories, and coordinate communications where needed.
Maintain documentation (KB articles, troubleshooting guides, standard operating procedures).

Administration & Continuous Improvement

Support routine administration: user/group/license administration, policies, role-based access, and configurations aligned with security standards.
Use PowerShell/admin portals for diagnostics and remediation (Exchange/Teams/Entra/SharePoint).
Colloaborate with Security, Network, Service Desk, and Infrastructure teams on cross-domain issues.
Propose automation opportunities (scripts, standard workflows) to reduce repeat incidents.

Delivery & Governance

Adhere to ITSM/ITIL practices: incident/problem/change management and SLA tracking.
Support rollout changes, feature updates, and minor projects (e.g., Teams voice enhancements, SharePoint governance, Intune policy uplift).
Ensure compliance alignment (retention, DLP basics, eDiscovery support where applicable).

Must-Have Experience

3–7 years in a technical support role (L2/L3) supporting Microsoft technologies (M365 preferred).
Demonstrated capability in structured troubleshooting (issue isolation, logs, hypothesis testing, root cause).
Hands-on experience with at least 3 of the following:
Exchange Online / mail flow troubleshooting
Microsoft Teams client/meeting issues and call quality triage
SharePoint Online / OneDrive permissions, sharing, sync issues
Entra ID identity and authentication troubleshooting (MFA/SSO/CA)
Intune device enrollment and policy troubleshooting
Experience working in an enterprise environment with SLAs and ITSM tools.

Acceptable Alternative (Trainable Profile)

Candidates may qualify if they have
Strong Microsoft stack foundation (Windows Server, Active Directory, DNS, Azure fundamentals),
Some exposure to M365 administration/support (even if limited),
Strong learning agility and troubleshooting mindset.

Technical Knowledge (What they should know)

Core M365 Knowledge
Microsoft 365 admin concepts: tenants, licensing, service health, role-based access (RBAC).
Entra ID: users/groups, MFA, Conditional Access concepts, SSO basics, sign-in logs interpretation.
Exchange Online: mail flow, message tracing, transport rules, quarantine policies (basic), Outlook connectivity.
Teams: client troubleshooting, meeting policies, basic call quality troubleshooting, Teams Admin Center familiarity.
SharePoint/OneDrive: permissions model, sharing controls, sync troubleshooting, site storage, versioning basics.
Intune (Endpoint Manager): enrollment, compliance policies, configuration profiles, app deployment basics.

M365 Engineer