IT Support L2 (M365)

Job Summary Flynaut is seeking skilled Level 2 Technical Support Engineers to deliver exceptional remote IT support with a primary focus on Microsoft 365, Azure AD/Active Directory, Intune device management, Exchange, and SharePoint. You will troubleshoot complex issues, guide Level 1 technicians, and drive successful Exchange and SharePoint migrations while ensuring best-practice IT asset management and preventive maintenance. Key Responsibilities Microsoft 365 & Collaboration • Provide advanced support for Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint). • Work with an Architect for Exchange Online and SharePoint Online migrations , including cut-over and hybrid scenarios. Device & Endpoint Management • Configure and support Intune device enrollment, compliance policies, and app deployments for Windows, iOS, and Android endpoints. Active Directory / Azure AD • Administer on-prem AD and Azure AD: user lifecycle, group policies, authentication issues, and conditional access troubleshooting. Troubleshooting & Monitoring • Diagnose and resolve Level 2 incidents remotely, minimizing downtime and ensuring system availability. • Proactively monitor infrastructure via RMM tools and escalate systemic issues. Support & Triage Leadership • Serve as the escalation point for Level 1 (Service Desk) tickets, providing triage guidance and knowledge-sharing to upskill junior technicians. Customer Engagement • Deliver user-focused support with clear communication, set expectations, and ensure timely resolution. Compliance & Documentation • Maintain precise records of incidents, fixes, and system configurations. • Uphold asset-management and preventive-maintenance standards. Collaboration & Escalation • Partner with Level 3 / Engineering teams on complex problems and root-cause analysis. • Contribute to continuous improvement of knowledge bases and SOPs. Qualifications & Requirements 4+ years in IT support, including at least 2 years in a Level 2 capacity. Proven expertise in Microsoft 365 administration, Exchange Online, and SharePoint Online , with hands-on migration experience. Strong working knowledge of Intune endpoint enrolment, compliance, and configuration policies . Solid background in Active Directory/Azure AD user and group management, GPO, and authentication troubleshooting. (Optional) Familiarity with Remote Monitoring & Management (RMM) platforms and ITSM/ticketing systems (ConnectWise, ServiceNow, etc.). Broad understanding of Windows OS, basic networking (TCP/IP, DNS, VPN), and endpoint security principles. Excellent analytical, documentation, and customer-service skills; ability to explain technical concepts clearly to non-technical users. Flynaut offers a collaborative environment, continuous upskilling, and opportunities to work with the latest Microsoft cloud technologies. If you’re passionate about solving problems, mentoring others, and driving cloud-first solutions, we’d love to hear from you. Show more Show less