M365 Engineer

We are looking for a hands-on Microsoft 365 Support Engineer to provide technical troubleshooting and operational support across the M365 suite (Teams, Exchange Online, SharePoint Online/OneDrive, Entra ID, Intune, Security & Compliance). The ideal candidate has strong diagnostic skills, can work incidents end-to-end, and partners well with end users, IT teams, and vendors.

Candidates with strong Microsoft stack fundamentals (Windows, AD, Azure) plus some M365 exposure are welcome, provided they are keen to learn and can be trained.

Key Responsibilities (What the person will do)

Operational Support / BAU

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).

Required Experience (Screening Criteria)

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.

Troubleshooting & Diagnostics Skills (Very important)

Ability to interpret logs / telemetry:

Entra sign-in logs, audit logs

Message traces for Exchange

Teams call quality signals / network symptoms

Networking fundamentals relevant to M365:

DNS, proxy, firewall concepts, TLS/SSL, ports, latency/jitter considerations (especially for Teams)

Client/endpoint troubleshooting:

Windows/macOS basics, Office apps troubleshooting, Teams client caches, OneDrive sync client behavior

Scripting / Automation (Preferred)

PowerShell fundamentals; ability to run admin tasks, query settings, and perform bulk updates.

Familiarity with Microsoft Graph concepts is an advantage (not mandatory).

Security & Compliance (Preferred)

Basics of Purview/Compliance concepts: retention labels/policies, eDiscovery awareness, DLP concepts.

Defender for Office 365 basic understanding: phishing investigation flow, safe links/attachments concepts.

Certifications (To identify strong candidates)

Preferred / Highly Relevant

MS-102 (Microsoft 365 Administrator)

MD-102 (Endpoint Administrator – Intune/Windows)

MS-700 (Teams Administrator)

SC-300 (Identity and Access Administrator – Entra ID)

Good Foundational Options (Nice-to-have, good for trainable hires)

MS-900 (Microsoft 365 Fundamentals)

AZ-900 (Azure Fundamentals)

SC-900 (Security, Compliance, and Identity Fundamentals

Variant A (Stronger M365 Specialist – harder filter)

Require hands-on with Exchange Online + Teams + Entra ID + SharePoint/OneDrive

Preferred: Intune + PowerShell

Certs strongly preferred (MS-102/MS-700/SC-300)

Variant B (Microsoft Stack Engineer – trainable into M365)

Require: AD, DNS, Windows troubleshooting + Azure fundamentals

Require: basic M365 admin exposure + strong troubleshooting

Certs: MS-900 + AZ-900 recommended, then train towards MS-102