MICTS CONSULTANTS Pvt Ltd

Job Description: Remote Support M365 Network Engineer (L1 & L2) Overview The Remote Support M365 Network Engineer (L1 & L2) provides technical support and administration for Microsoft 365 environments and enterprise network infrastructure. This role is responsible for monitoring, troubleshooting, and maintaining both cloud-based M365 services and on-premises network systems (remote Support), ensuring optimal performance, security, and user satisfaction. The position is remote and may require participation in a 8 x 5 support rotation. Key Responsibilities Level 1 (L1) Responsibilities Provide first-line remote support for Office 365/Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive. Assist end-users with basic troubleshooting for network connectivity, M365 login/access issues, and common application errors. Monitor network and M365 service health dashboards, escalating incidents as needed. Perform routine tasks such as password resets, user provisioning/deprovisioning, and license assignments in M365. Document incidents, resolutions, and operational procedures in the ticketing system. Follow defined operational processes and escalate unresolved issues to L2 support. Level 2 (L2) Responsibilities Troubleshoot and resolve more complex issues related to M365 services and network infrastructure, including advanced email routing, SharePoint permissions, and Teams integrations. Configure and maintain network devices (routers, switches, firewalls) and ensure secure connectivity between remote users and corporate resources. Implement and manage network security policies, including VPNs, firewalls, and endpoint protection. Monitor and analyse network performance, identifying and resolving bottlenecks or security incidents. Collaborate and assist with IT teams to support network design, deployment, and upgrades. Maintain accurate documentation of network configurations, changes, and troubleshooting steps. Provide guidance and support to L1 engineers and participate in knowledge sharing. Required Skills & Competencies Demonstrated experience in a managing Help desk, Level 1 & Level 2 Service Desk or IT Support position, ideally within a Managed Service Provider (MSP) environment Comprehensive technical expertise in Windows operating systems, O365/Microsoft 365 platforms, and core networking principles Exceptional troubleshooting abilities with a calm, solutions-oriented approach Outstanding verbal and written communication skills Confident in engaging with clients both remotely and in-person Strong team player with a commitment to delivering high-quality service and maintaining professional standards Qualifications Bachelors degree in Computer Science, Information Technology, or related field (preferred). 3-5 years experience for L1; 34 years for L2 in network or M365 support roles. Certifications such as Network+, or Microsoft 365 certifications are advantageous. Key Attributes Strong customer focus and ability to communicate technical concepts to non-technical users. Ability to work independently and collaboratively in a remote environment. Commitment to continuous learning and adapting to new technologies. This job description outlines the core duties and skills required for a Remote Support M365 Network Engineer at both L1 and L2 levels, combining expertise in Microsoft 365 administration and enterprise network support Career Growth – Upskill with certifications, new tech exposure, and hands-on learning Culture That Cares – Supportive, tight-knit team where collaboration thrives Exciting Projects – Be part of innovative solutions for a diverse client base To apply, please submit your resume and cover letter to sales@micts.com.au . We look forward to learning how your skills and experience can contribute to our success.