Level 3 Support Engineer

Kuala Lumpur - Malaysia

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Key Details:

Position: Office 365 Level 3 Support Engineer
Location: Onsite
Department: O365 Support (including Security)
Reports To: Service Delivery Manager
Employment Type: Full-time

This role is critical to strengthening our ability to support enterprise clients with complex Microsoft 365 environmentsparticularly in areas of security identity compliance and incident resolution. The ideal candidate will have deep expertise in Azure AD (Entra ID) Microsoft Defender suite PowerShell automation and security best practices (e.g. Conditional Access MFA DLP) along with hands-on experience in large-scale M365 deployments.

Ive included the full job description below for your reference and submission to the recruitment team/platform:

About the Role

As a Level 3 Office 365 Support Engineer within Dwell Technologies O365 Support & Security team you will serve as the highest tier of technical expertise for Microsoft 365 cloud services. Youll investigate diagnose and resolve the most complex and critical incidents escalated from Level 1 and Level 2 supportwith a strong focus on security compliance and identity protection. Reporting to the Service Delivery Manager youll ensure the stability performance and security of our enterprise clients Microsoft 365 environments while championing operational excellence and continuous service improvement.

Key Responsibilities

Deliver expert-level troubleshooting and resolution for advanced Microsoft 365 services including Exchange Online SharePoint Online OneDrive Microsoft Teams Azure AD (Entra ID) Microsoft Defender suite and Intune.
Lead root cause analysis (RCA) for high-severity security or service-impacting incidents and implement permanent fixes.
Configure monitor and optimize M365 security controls such as Conditional Access Multi-Factor Authentication (MFA) Identity Protection Data Loss Prevention (DLP) Safe Links/Attachments and audit logging.
Develop and maintain PowerShell scripts and Microsoft Graph API integrations to automate security enforcement user lifecycle management and compliance reporting.
Partner directly with Microsoft Premier/Unified Support and third-party vendors to escalate and resolve platform-level or security-related issues.
Review and harden tenant configurations against industry standards and compliance frameworks (ISO 27001 GDPR NIST).
Mentor Level 1 and Level 2 engineers on secure configuration practices and security-aware troubleshooting methodologies.
Participate in Change Advisory Boards (CAB) and contribute to risk assessments for all M365-related changes.
Proactively monitor Microsoft 365 Service Health and Microsoft Defender for Office 365 alerts to mitigate threats and prevent service disruptions.
Participate in an on-call rotation to respond to critical after-hours incidents affecting business continuity or security posture.

Required Qualifications

4 years of hands-on experience supporting Microsoft 365 in enterprise environments (1000 users).
Proven expertise in Microsoft 365 security and identity services: Azure AD/Entra ID Conditional Access MFA Privileged Identity Management (PIM) Defender for Office 365 Defender for Identity and Microsoft Secure Score.
Advanced PowerShell scripting skills for automation reporting and remediation in M365 environments.
Strong understanding of data governance compliance and information protection (eDiscovery retention policies sensitivity labels).
Experience investigating and responding to security alerts compromised accounts and phishing campaigns within M365.
Solid knowledge of hybrid identity solutions (Azure AD Connect federation) and cloud authentication protocols (SAML OAuth).
Excellent communication documentation and stakeholder management skills.
Ability to work onsite during core business hours and participate in on-call support as required.

Preferred Qualifications

Microsoft certifications such as:
- Microsoft Certified: Security Operations Analyst Associate
- Microsoft Certified: Microsoft 365 Enterprise Administrator Expert
- Microsoft Certified: Identity and Access Administrator Associate
Experience with SIEM integration (e.g. Microsoft Sentinel) or third-party security tools.
Familiarity with ITIL-based service delivery incident and problem management processes.

Key Details: Position: Office 365 Level 3 Support EngineerLocation: OnsiteDepartment: O365 Support (including Security)Reports To: Service Delivery ManagerEmployment Type: Full-time This role is critical to strengthening our ability to support enterprise clients with complex Microsoft 365 environmen...