Microsoft 365 Support Engineer

Shadowcast India is seeking a Microsoft 365 Support Engineer to deliver high-quality technical support for our financial services clients across the US, UK, and Europe. This is a hands-on, client-facing role that involves supporting Microsoft 365 environments, troubleshooting user devices, and resolving core network and connectivity issues.
You will work within a global support team to ensure system stability, security compliance, SLA adherence, and customer satisfaction across multiple client environments.

Role & responsibilities:

Microsoft 365 Administration & User Support

• Administer and support Microsoft 365 applications including Exchange Online, Teams, SharePoint Online, OneDrive, and Entra ID (Azure AD).
• Manage user accounts, license assignments, MFA, Conditional Access, and security compliance settings.
• Support mailbox migrations, Teams configurations, and rollout of Microsoft 365 updates and features.
• Troubleshoot issues related to Outlook connectivity, Teams meetings, OneDrive sync errors, and SharePoint access problems.
• Train end-users on new tools, best practices, and system changes to increase productivity and adoption.
• Configure and manage device enrollment via Intune and Autopilot for policy compliance and standardisation.
• Maintain clear and consistent documentation on onboarding, Microsoft 365 updates, configuration standards, and client-specific workflows.

PC & Endpoint Troubleshooting

• Provide support for Windows PCs and laptops, including issues related to system performance (slow boot, freezing apps, etc.).
• Resolve user-side issues related to Group Policies (GPO), registry conflicts, or driver failures.
• Assist with installation and configuration of third-party apps and internal tools.
• Respond to virus/malware alerts using Microsoft Defender or similar tools and follow remediation protocols.
• Basic exposure to Hyper-V or VMware to test or triage issues on virtual machines when needed.
  

Basic Networking & Connectivity Support

• Solid understanding of Domain Name System (DNS), including its role in name resolution and internet connectivity.
• Diagnose and resolve basic network issues: DNS failures, DHCP conflicts, IP misconfiguration, and proxy/firewall blocks.
• Basic understanding of NAT concepts, including the role of port forwarding, PAT (Port Address Translation)
• Knowledge of IPv4 and IPv6 addressing
• Support VPN connectivity issues including failed logins, session drops, and client configuration.
• Collaborate with senior engineers or external vendors to escalate LAN/WAN issues or performance bottlenecks.
• Basic understanding of VLANs, routing, subnetting, and NAT behavior in remote troubleshooting contexts.
• Awareness of Zero Trust principles and network security practices, with a willingness to grow in this area.
  

Documentation & Knowledge Sharing

• Create and maintain support documentation and internal knowledge base articles for recurring issues and standard processes.
• Contribute to the internal SOPs and technical runbooks to improve team efficiency and continuity.

Monitoring & Security Awareness

• Monitor alerts and insights from the Microsoft 365 Admin Center and Microsoft Defender portals.
• Assist in implementing and supporting policies for email security, data loss prevention (DLP), and Conditional Access as part of secure-by-design environments.

Preferred Skills:

• 3-5 years of hands-on Microsoft 365 experience in a helpdesk, support, or MSP environment
• Proficient in Exchange Online, Teams, SharePoint, OneDrive, Intune, and Azure AD administration
• Basic to intermediate networking knowledge (OSI model, TCP/IP, DNS/DHCP, VPN)
• Ability to run PowerShell scripts for user management, license assignment, and configuration checks
• Experience supporting remote users via phone, email, and remote desktop tools with professionalism and clarity
• Excellent spoken and written English, with the ability to communicate technical topics to non-technical users.
  

Certification:

- Microsoft 365 Certified: Enterprise Administrator Expert (preferred)

Work Schedule

• Work Days: Monday to Friday
• Work Duration: 8 hours/day
• Alignment: UK business hours (GMT OctMar, BST MarOct)
• Shift Window (IST): 11:30 AM 11:00 PM, staggered shifts to ensure full coverage
• Time Off: Generous holidays aligned with international client calendars

Compliance & Security

Due to the regulated nature of our clients in financial services, all staff are required to adhere to strict data protection, cybersecurity, and client-specific compliance protocols, including GDPR and ISO 27001 standards.