M365 Admin L1

The L1 Support Engineer role involves providing initial technical support for Microsoft 365 services, such as Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and Azure Active Directory. Your primary responsibilities will include responding to support tickets, troubleshooting basic issues, assisting with user account management, supporting Teams functionality, helping users with OneDrive access, and providing initial troubleshooting for SharePoint Online. You will be expected to respond to support tickets related to M365 services, such as Exchange Online, Teams, SharePoint Online, OneDrive, and Azure AD. Your role will involve troubleshooting basic issues like login problems, email delivery failures, and Teams connectivity. Additionally, you will assist with user account management tasks in Azure AD, such as password resets, MFA setup, and managing group memberships. Furthermore, you will support Teams-related issues, including meetings, chat, and basic call functionality. You will also help users with OneDrive file access, sharing, and synchronization. Additionally, you will provide initial troubleshooting for SharePoint Online access and permissions. It will be essential to document all reported issues and their resolutions in ticketing systems like ServiceNow or Zendesk. Any unresolved issues should be escalated to L2 support with detailed notes, and you will be required to follow ITIL processes and maintain SLA compliance. To qualify for this role, you should have a Bachelor's degree in IT, Computer Science, or a related field, or equivalent experience. A minimum of 2-3 years of experience in IT support, preferably with M365 or cloud-based services, is required. You should possess basic knowledge of Azure AD, Exchange Online, Teams, SharePoint, and OneDrive, along with familiarity with networking concepts like DNS and TCP/IP. Certifications such as Microsoft 365 Fundamentals or ITIL Foundation would be considered a plus. Strong communication and customer service skills are essential for this role. Key skills for this position include problem-solving and analytical skills, as well as proficiency in ticketing and remote support tools. This position is based in New Delhi, India.,