Description :

Role Overview :

We are seeking a skilled Azure & Microsoft 365 Support Engineer to provide operational support for Microsoft cloud platforms in an enterprise or MSP environment. The role focuses on incident resolution, service request fulfillment, system monitoring, and customer interaction while adhering to ITIL processes and defined SLAs. The ideal candidate will have hands-on experience supporting Azure infrastructure and Microsoft 365 services and will collaborate closely with Tier 1 and Tier 3 teams to ensure service reliability and customer satisfaction.

Key Responsibilities :

- Investigate, troubleshoot, and resolve moderately complex incidents related to Azure and Microsoft 365 services within agreed SLAs.

- Fulfill standard service requests, including user provisioning, license assignment, mailbox configuration, group management, and access permissions.

- Manage and prioritize ticket queues, handling low-complexity tickets efficiently and ensuring balanced workload distribution within the team.

- Perform daily ticket reviews to ensure compliance with ticketing standards, including correct ticket states, configuration items (CIs), attributes, and OEM ticket references.

- Provide operational support for Azure services such as Virtual Machines, storage accounts, virtual networks, and resource groups.

- Perform basic troubleshooting related to network connectivity, VPNs, and access issues within Azure environments.

- Monitor Azure resources using dashboards and alerts, taking corrective action or escalating issues to Tier 3 when required.

- Support and troubleshoot Microsoft 365 workloads including Exchange Online, Microsoft Teams, OneDrive, and SharePoint Online.

- Resolve issues related to mail flow, Teams access, collaboration, and user permissions.

- Perform basic identity and access troubleshooting involving Azure AD, MFA, and Conditional Access policies.

- Monitor Azure and Microsoft 365 environments and respond to alerts and warnings proactively.

- Assist in managing P1 / critical incidents, including escalation coordination and providing timely technical updates.

- Open, track, and manage Microsoft support tickets, ensuring accurate documentation, follow-ups, and case resolution.

- Document troubleshooting steps, resolutions, and workarounds in the ticketing system and internal knowledge base.

- Contribute to process improvements, operational efficiency, and knowledge-sharing initiatives within the team.

- Communicate effectively with customers to gather information, provide status updates, and guide them through resolution steps in a professional and timely manner.

- Collaborate closely with Tier 1 engineers for knowledge transfer and mentoring, and with Tier 3 engineers for escalations and advanced troubleshooting.

- Adhere to ITIL-based incident, change, and problem management processes, maintaining accurate and auditable records.

- Participate in training programs and certifications to enhance technical skills.

- Support onboarding and skill development of new team members.

Required Skills & Experience :

- 4- 5 years of technical support experience in an enterprise IT or Managed Services Provider (MSP) environment, with a strong focus on Microsoft cloud platforms.

- Practical experience supporting Azure services, including virtual machines, storage, virtual networks, and resource groups.

- Working knowledge of Microsoft 365 Admin Centers, including Exchange Online, Microsoft Teams, and SharePoint Online.

- Basic understanding of identity and access management, including Azure Active Directory, MFA, and Conditional Access.

- Experience working with ITSM/ticketing tools, managing queues, and meeting SLA commitments.

- Strong verbal and written communication skills with a customer-focused mindset.

- Ability to work collaboratively in a team environment, with a willingness to learn and grow technically.