Microsoft 365 Support Engineer

Responsibilities

• M365 Administration & Operations (Core)
• Administer and support Microsoft 365 tenant configuration and governance: Microsoft 365 Admin Center, Exchange Admin Center, SharePoint Admin Center, Teams Admin Center, Intune Admin Center, Entra Admin Center
• Handle L2/L3 escalations: complex troubleshooting, root cause analysis (RCA), and preventative fixes
• Monitor service health, manage incidents/problems/changes using ITIL practices
• Plan and execute operational activities: user lifecycle, license management, policies, and access controls
• Maintain operational documentation: SOPs, runbooks, known error databases (KEDB)
• Exchange Online (Messaging)
• Support: mail flow issues, hybrid mail routing concepts, EOP, spam/phish policies
• Manage: mailboxes, shared mailboxes, groups, retention policies, transport rules, connectors
• Troubleshoot: Outlook connectivity, Autodiscover, calendaring, permissions, delegation, mobile access
• Support eDiscovery holds, mailbox auditing, message trace and investigations
• Microsoft Teams
• Support Teams voice/video, federation, meeting policies, calling/meeting QoS analysis basics
• Administer: Teams policies (meeting, messaging, app permissions), guest access, external access
• Troubleshoot: Teams client issues, meeting join failures, chat/file sharing integration with SharePoint/OneDrive
• Exposure to Teams Phone / Direct Routing / Operator Connect is a plus
• SharePoint Online & OneDrive
• Manage: site collections, permissions (SharePoint groups, Entra ID groups), sharing policies, external collaboration
• Troubleshoot sync issues (OneDrive client), access problems, file versioning/restore, storage & quota, metadata
• Support governance: information architecture basics, site provisioning standards, lifecycle policies
• Identity & Access (Entra ID / Azure AD)
• Administer: users/groups, dynamic groups, conditional access policies, authentication methods
• Support SSO and app integrations; troubleshoot token/authentication failures
• Implement and maintain identity governance basics: MFA, self-service password reset, access reviews (where applicable)
• Troubleshoot directory sync concepts if hybrid (Entra Connect): object mismatches, UPN issues, duplicate objects (good-to-have)
• Endpoint & Device Management (Intune / Microsoft Endpoint Manager)
• Manage: device enrollment, compliance policies, configuration profiles, app deployment (basic to intermediate)
• Troubleshoot: enrollment failures, device compliance evaluation, policy conflicts
• Support Windows/macOS/mobile device policy application and reporting
• Basic knowledge of Defender for Endpoint integration is a plus
• Security, Compliance & Governance (Mandatory Focus)
• The candidate must demonstrate hands-on experience with M365 security and compliance capabilities including:
• Microsoft Defender for Office 365: Safe Links/Safe Attachments, anti-phishing, threat investigations basics
• Secure score improvement planning and operational remediation
• Incident support: account compromise response, malicious mail investigations, containment actions
• Compliance (Microsoft Purview)
• Data Loss Prevention (DLP) policies and alerts triage
• Retention labels/policies, records management concepts
• eDiscovery (Standard/Premium conceptually), legal hold, content search
• Sensitivity labels / Information protection and encryption basics
• Audit logging, compliance reporting, and policy validation
• Migration Knowledge (Working Knowledge - Not Primary)
• Candidate should have working experience supporting or assisting migration activities such as:
• Mailbox migrations : cutover/staged/hybrid, cross-tenant concepts, troubleshooting migration failures
• File migrations : SharePoint/OneDrive migration support, common issues (permissions, invalid characters, throttling)
• Exposure to migration tools is a plus: Microsoft Migration Manager , SharePoint Migration Tool (SPMT) , Quest , BitTitan , Cloudiway , etc.
• Post-migration support: client reconfiguration, permissions validation, adoption support, and cleanup
• Required Skills (Must Have) :
• Strong troubleshooting skills across M365 workloads and cross-se
• Hands-on experience with : 1) Exchange Online, Teams, SharePoint Online, OneDrive. 2) Entra ID (Azure AD), Conditional Access, MFA. 3) Microsoft Purview Compliance (DLP, retention, audit).
• PowerShell proficiency: Exch

Benefits

Additional Information

Role Summary: We are looking for a highly skilled Microsoft 365 Support Engineer with 5-7 years of hands-on experience supporting enterprise customers across the Microsoft 365 suite. The candidate will manage incident resolution (L2) , service health monitoring, tenant administration , security and compliance controls, identity governance, and integration troubleshooting across Exchange Online, Teams, SharePoint Online, OneDrive, Intune/Endpoint , and Entra ID (Azure AD) . The role also expects working knowledge of migrations (mailboxes/files/Teams) and strong documentation, stakeholder communication, and operational excellence.

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