L2 Technical Lead/Senior Engineer - M365 Support

JOB DESCRIPTION :

We are seeking an experienced and customer-focused M365 L2/L3 Support Engineer to join our IT support team. The ideal candidate will provide Tier-2 and Tier-3 support for Microsoft 365-related issues, including email, access management, Exchange administration, Teams administration, SharePoint and OnceDrive Administrtaion, IAM, Entra ID sync, DLP, SSO-MFA, Access Control, and Intune device policy troubleshooting. This role requires availability for 24x7 on-call support, ensuring prompt resolution of critical incidents.

9 : 00 AM to 6 : 00 PM US (EST) (Carolina local Time)

Key Responsibilities :

Microsoft 365 Support & Administration :

- Provide Tier-2 and Tier-3 support for Microsoft 365 services including Exchange Online, Teams, SharePoint Online, and OneDrive for Business.

- Create, manage, and maintain user accounts, mailboxes, licenses, and groups in Microsoft 365 and Entra ID (Azure AD).

- Troubleshoot and resolve M365-related issues such as mail flow, mailbox access, sync errors, Teams and SharePoint permissions, and OneDrive storage or sharing problems.

- Proactively monitor M365 service health and respond to alerts and incidents to minimize service disruptions.

Identity & Access Management (IAM) :

- Manage user authentication and authorization via Microsoft Entra ID and Azure Active Directory.

- Troubleshoot login issues, account lockouts, MFA-related problems, and enforce conditional access policies.

- Implement and support Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control measures using Microsoft best practices.

- Support and maintain Entra ID synchronization with on-premises AD through Azure AD Connect.

Security & Compliance :

- Implement and manage Microsoft 365 security features such as DLP (Data Loss Prevention), retention policies, and compliance configurations.

- Configure and maintain Microsoft Intune for endpoint enrollment, device compliance, and policy enforcement.

- Monitor and improve the organizations Microsoft Secure Score, taking proactive steps to enhance the overall M365 security posture.

- Ensure continuous alignment with corporate security policies and industry best practices for M365 and endpoint protection.

Licensing, Reporting & CSP Coordination :

- Work closely with the CSP (Cloud Solution Provider) partner to manage license allocation, monitor usage, and conduct regular audits.

- Identify opportunities for license optimization, consolidation, or reallocation to ensure cost- effectiveness and compliance.

- Assist in securing eligible benefits, offers, and promotional credits from Microsoft or CSPs. Generate usage and adoption reports to support strategic decisions and improve ROI on M365 investments.

Incident, Request & Change Management :

- Analyze, triage, and resolve user-reported incidents and service requests within defined SLA targets.

- Document root cause analysis and implement preventive actions for recurring issues. Collaborate with L1 support, internal IT teams, and Microsoft Premier Support (or equivalent) for escalations and technical resolution.

- Follow ITIL-compliant processes for change management, including configuration updates and environment changes.

Operational Excellence & Continuous Improvement :

- Maintain up-to-date documentation of standard operating procedures, troubleshooting steps, and known issue resolutions.

- Identify gaps in support processes and recommend automation or service enhancements. Contribute to continuous service improvement initiatives and promote knowledge sharing within the support team.

Availability & Support Coverage :

- Participate in a 24x7 rotational on-call support model, including weekends and public holidays, to ensure critical issue coverage.

- Provide extended support during major incidents, outages, or during rollout of significant updates or changes.

PRIMARY SKILLS :

- Microsoft 365 Administration

- Microsoft Exchange Online (mail flow, mailbox management, hybrid configuration)

- Microsoft Teams administration and troubleshooting

- SharePoint Online site and permission management

- OneDrive for Business configuration and support

- Microsoft 365 Admin Center and Power Platform basics

Identity & Access Management (IAM) :

- Microsoft Entra ID (Azure AD) user, group, role, and policy management

- Azure AD Connect and Hybrid Identity support

- Conditional Access Policies and MFA configuration

- SSO (Single Sign-On) and Federation concepts

- Role-Based Access Control (RBAC)

Endpoint Management & Intune :

- Microsoft Intune policy configuration, compliance management, endpoint onboarding

- Mobile Device Management (MDM) and Mobile Application Management (MAM)

- Device lifecycle management (Windows Autopilot, BitLocker, etc.)

Security & Compliance :

- Microsoft 365 Defender Suite (Defender for Office 365, Identity, Endpoint)

- Microsoft Purview (Compliance Portal DLP, retention, eDiscovery)

- Microsoft Secure Score analysis and remediation

- Data Loss Prevention (DLP) policy creation and enforcement

- Information Protection (Sensitivity Labels, Compliance Policies)

Licensing & CSP Engagement :

- Microsoft 365 licensing plans and service mapping (E3, E5, add-ons)

- License assignment and usage reporting via M365 Admin Center / PowerShell

- CSP model understanding license allocation, audits, renewals, offers

PowerShell & Automation :

- PowerShell scripting for Microsoft 365, Exchange Online, and Azure AD

- Microsoft Graph API (basic awareness for advanced automation)

- Automated reporting and user management tasks

Monitoring & Support Operations :

- Microsoft Service Health Dashboard and Message Center

- Incident, Request & Change Management (ITIL framework)

- Root Cause Analysis (RCA) and problem resolution documentation

- Support ticketing systems (ServiceNow, Freshservice, etc.)

Soft Skills & Collaboration :

- Effective communication with internal teams, CSPs, and end-users

- Analytical and problem-solving mindset

- Documentation and knowledge base creation

- Ability to work in 24x7 support environments and rotational shifts

SECONDARY SKILLS (IF ANY) :

- Automation & Scripting : PowerShell, Graph API, Microsoft Graph Explorer Support & ITSM Tools : ServiceNow, Freshservice, Jira Service Management

- Security Tools : Microsoft 365 Defender Portal, Secure Score Portal, Compliance Portal Monitoring : M365 Admin Center, Azure Monitor (basic), Log Analytics (basic)

- Collaboration Tools : Microsoft Teams Admin Center, Viva Insights (basic), Microsoft Forms & Planner Reporting & Audits : Audit Logs, Compliance Reports, Usage Reports (via Admin Center & PowerShell)

Educational Qualifications :

- Bachelors degree in Computer Science, Engineering, or related field (or equivalent practical experience)

Certifications Required(If Any) :

- MS-102 Microsoft 365 Administrator

- SC-300 Microsoft Identity and Access Administrator MD-102 Endpoint Administrator

- SC-900 Microsoft Security, Compliance, and Identity Fundamentals

- AZ-104 (optional)Microsoft Azure Administrator (good to have for hybrid/cloud infra roles)