M365 L2 Technical Support Engineer

Job Title: M365 L2 Technical Support Engineer

Experience Required: 8+ Years

Location: Trivandrum

Contract Duration: Short Term

Work Time: 06:30 PM to 03:30 AM IST

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

Key Responsibilities

Microsoft 365 Support & Administration

• Provide Tier-2 and Tier-3 support for Exchange Online, Teams, SharePoint Online, and OneDrive for Business.
• Manage user accounts, mailboxes, licenses, and groups in Microsoft 365 and Entra ID (Azure AD).
• Troubleshoot mail flow, sync errors, Teams/SharePoint permissions, and OneDrive issues.
• Monitor M365 service health and respond to incidents to minimize disruptions.

Identity & Access Management (IAM)

• Manage authentication and authorization via Microsoft Entra ID and Azure AD.
• Troubleshoot login issues, account lockouts, MFA problems, and enforce conditional access policies.
• Implement and support SSO, MFA, and access control measures.
• Maintain Entra ID synchronization with on-premises AD using Azure AD Connect.

Security & Compliance

• Implement and manage M365 security features such as DLP, retention policies, and compliance configurations.
• Configure Microsoft Intune for endpoint enrollment, compliance, and policy enforcement.
• Monitor and improve Microsoft Secure Score and ensure alignment with corporate security policies.

Licensing, Reporting & CSP Coordination

• Collaborate with CSP partners for license allocation, monitoring, and audits.
• Identify license optimization opportunities and assist with benefit utilization.
• Generate usage and adoption reports to support strategic decisions.

Incident, Request & Change Management

• Resolve user-reported incidents and requests within SLA targets.
• Perform root cause analysis and implement preventive measures.
• Collaborate with L1 support, internal IT, and Microsoft Premier Support for escalations.
• Follow ITIL-compliant processes for change management.

Operational Excellence & Continuous Improvement

• Maintain documentation of SOPs and troubleshooting steps.
• Recommend automation and service enhancements.
• Contribute to continuous service improvement and knowledge sharing.

Availability & Support Coverage

• Participate in a 24x7 on-call rotational model, including weekends and holidays.
• Provide extended support during major incidents or significant rollouts.

Primary Skills

• Microsoft 365 Administration (Exchange Online, Teams, SharePoint Online, OneDrive)
• Microsoft Entra ID (Azure AD), Azure AD Connect, Conditional Access, MFA, SSO
• Microsoft Intune, Mobile Device Management, Device Lifecycle Management
• Microsoft 365 Defender Suite, Microsoft Purview, Data Loss Prevention, Secure Score
• PowerShell scripting for Microsoft 365 and Azure AD
• ITIL-based Incident, Request, and Change Management
• Effective communication, analytical problem-solving, and documentation skills
• 24x7 support readiness and rotational shift adaptability

Secondary Skills

• PowerShell, Microsoft Graph API, Graph Explorer
• ServiceNow, Freshservice, Jira Service Management
• Microsoft 365 Defender Portal, Secure Score Portal, Compliance Portal
• Basic Azure Monitor and Log Analytics
• Microsoft Teams Admin Center, Viva Insights, Microsoft Forms & Planner
• Audit Logs, Compliance Reports, Usage Reports

Educational Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent practical experience).

Certifications (Required/Preferred):

• 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