- 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.
