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 & Support

• Manage and support Microsoft 365 environments including Exchange Online, SharePoint Online, Teams, OneDrive, and Entra ID (Azure AD).
• Administer tenant-wide policies: MFA, Conditional Access, DLP, Compliance, and Information Protection.
• Lead Microsoft 365 projects: hybrid setups, tenant consolidations, migrations, and third-party integrations.
• Automate tasks and perform advanced troubleshooting using PowerShell.
• Provide Tier 3 support for escalated issues like mail routing failures, Teams meeting errors, and licensing anomalies.
• Design and implement Intune-based security baselines, compliance policies, and Autopilot deployments.
• Collaborate with clients to align Microsoft 365 solutions with business and regulatory requirements.

PC & Endpoint Troubleshooting

• Troubleshoot advanced Windows OS issues including GPO conflicts, registry errors, and driver failures.
• Optimize user experience by diagnosing performance degradation (slow boot, freezing apps, etc.).
• Provide remediation support for malware/virus alerts using Microsoft Defender or equivalent tools.
• Install and manage third-party software across user fleets.
• Basic proficiency in Hyper-V or VMware for testing and triaging virtualized environments.

Networking & Connectivity Support

• Solid understanding of DNS, including its role in name resolution and internet connectivity
• Basic understanding of NAT concepts, including the role of port forwarding, PAT (Port Address Translation)
• Knowledge of IPv4 and IPv6 addressing
• Troubleshoot advanced network issues involving VPN, DNS, DHCP, IP addressing, VLAN, and firewall settings.
• Validate firewall/proxy settings that may interfere with cloud service access.
• Escalate LAN/WAN issues and maintain visibility into connectivity SLAs.
• Support secure access designs including Zero Trust and network segmentation policies.

Documentation & Governance

• Maintain high-quality technical documentation for client-specific configurations, policies, and projects.
• Contribute to security governance by supporting ISO27001-aligned operational practices.
• Create training material or internal KB articles for onboarding and Tier 1/Tier 2 team enablement.

Monitoring & Compliance

• Monitor Microsoft 365 portals and tools for proactive issue resolution.
• Ensure M365 usage aligns with internal and external compliance regulations.
• Support audit readiness and security posture assessments.

Preferred Skills:

• 6+ 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
• In-depth understanding of TCP/IP, VPN, DNS, DHCP, VLANs, and firewalls.
• Strong scripting ability using PowerShell for automation and diagnostics.
• Familiarity with Microsoft Secure Score, Defender for Endpoint, and Compliance Manager.
• Excellent client interaction, documentation, and escalation management skills.
• Excellent spoken and written English, with the ability to communicate technical topics to non-technical users.
• Ability to lead and resolve complex escalations independently.
• Structured, proactive, and customer-focused approach to technical delivery.

Certification:

• Microsoft 365 Certified: Enterprise Administrator Expert (preferred)
• Microsoft Certified: Security, Compliance, and Identity Fundamentals (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.