L2 Support Engineer (Office 365)

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.