Microsoft 365 Support Engineer

Role Summary:

We are looking for a highly skilled Microsoft 365 Support Engineer with 57 years of hands-on experience supporting enterprise customers across the Microsoft 365 suite. The candidate will manage incident resolution (L2) service health monitoring tenant administration security and compliance controls identity governance and integration troubleshooting across Exchange Online Teams SharePoint Online OneDrive Intune/Endpoint and Entra ID (Azure AD). The role also expects working knowledge of migrations (mailboxes/files/Teams) and strong documentation stakeholder communication and operational excellence.

Key Responsibilities:

1) M365 Administration & Operations (Core)

• Administer and support Microsoft 365 tenant configuration and governance: Microsoft 365 Admin Center Exchange Admin Center SharePoint Admin Center Teams Admin Center Intune Admin Center Entra Admin Center

• Handle L2/L3 escalations: complex troubleshooting root cause analysis (RCA) and preventative fixes

• Monitor service health manage incidents/problems/changes using ITIL practices

• Plan and execute operational activities: user lifecycle license management policies and access controls

• Maintain operational documentation: SOPs runbooks known error databases (KEDB)

2) Exchange Online (Messaging)

• Support: mail flow issues hybrid mail routing concepts EOP spam/phish policies

• Manage: mailboxes shared mailboxes groups retention policies transport rules connectors

• Troubleshoot: Outlook connectivity Autodiscover calendaring permissions delegation mobile access

• Support eDiscovery holds mailbox auditing message trace and investigations

3) Microsoft Teams

• Support Teams voice/video federation meeting policies calling/meeting QoS analysis basics

• Administer: Teams policies (meeting messaging app permissions) guest access external access

• Troubleshoot: Teams client issues meeting join failures chat/file sharing integration with SharePoint/OneDrive

• Exposure to Teams Phone / Direct Routing / Operator Connect is a plus

4) SharePoint Online & OneDrive

• Manage: site collections permissions (SharePoint groups Entra ID groups) sharing policies external collaboration

• Troubleshoot sync issues (OneDrive client) access problems file versioning/restore storage & quota metadata

• Support governance: information architecture basics site provisioning standards lifecycle policies

5) Identity & Access (Entra ID / Azure AD)

• Administer: users/groups dynamic groups conditional access policies authentication methods

• Support SSO and app integrations; troubleshoot token/authentication failures

• Implement and maintain identity governance basics: MFA self-service password reset access reviews (where applicable)

• Troubleshoot directory sync concepts if hybrid (Entra Connect): object mismatches UPN issues duplicate objects (good-to-have)

6) Endpoint & Device Management (Intune / Microsoft Endpoint Manager)

• Manage: device enrollment compliance policies configuration profiles app deployment (basic to intermediate)

• Troubleshoot: enrollment failures device compliance evaluation policy conflicts

• Support Windows/macOS/mobile device policy application and reporting

• Basic knowledge of Defender for Endpoint integration is a plus

Security Compliance & Governance (Mandatory Focus)

The candidate must demonstrate hands-on experience with M365 security and compliance capabilities including:

• Microsoft Defender for Office 365: Safe Links/Safe Attachments anti-phishing threat investigations basics

• Secure score improvement planning and operational remediation

• Incident support: account compromise response malicious mail investigations containment actions

Compliance (Microsoft Purview)

• Data Loss Prevention (DLP) policies and alerts triage

• Retention labels/policies records management concepts

• eDiscovery (Standard/Premium conceptually) legal hold content search

• Sensitivity labels / Information protection and encryption basics

• Audit logging compliance reporting and policy validation

Migration Knowledge (Working Knowledge Not Primary)

Candidate should have working experience supporting or assisting migration activities such as:

• Mailbox migrations: cutover/staged/hybrid cross-tenant concepts troubleshooting migration failures

• File migrations: SharePoint/OneDrive migration support common issues (permissions invalid characters throttling)

• Exposure to migration tools is a plus: Microsoft Migration Manager SharePoint Migration Tool (SPMT) Quest BitTitan Cloudiway etc.

• Post-migration support: client reconfiguration permissions validation adoption support and cleanup

 Required Skills (Must Have) :

• Strong troubleshooting skills across M365 workloads and cross-se

• Hands-on experience with :  1) Exchange Online Teams SharePoint Online OneDrive. 2) Entra ID (Azure AD) Conditional Access MFA. 3) Microsoft Purview Compliance (DLP retention audit).

• PowerShell proficiency:  Exchange Online PowerShell Teams PowerShell SharePoint Online PowerShell (PnP is a plus)

• Operational excellence:  Incident management RCA change management stakeholder communications

• Strong written communication for executive-friendly incident updates and documentation

   

Good-to-Have Skills :

• Hybrid knowledge: Exchange Hybrid Entra Connect (AAD Connect) DNS/SMTP networking basics

• Microsoft Defender XDR exposure (Defender for Endpoint/Identity/Cloud Apps)

• Basic scripting/automation: PowerShell automation Graph/REST concepts

• Familiarity with ITSM tools: ServiceNow Remedy Jira Service Management

   

Certifications (Mandatory) :

• Mandatory requirement: Candidate must hold at least one of the following current role-based certifications and be willing to complete others as per role needs.

Mandatory (Pick at least one)

• Microsoft 365 Certified: Administrator Expert (highly preferred)

• Microsoft Certified: Identity and Access Administrator Associate

• Microsoft Certified: Security Administrator Associate

• Microsoft Certified: Information Protection and Compliance Administrator Associate

Additional/Preferred (Strong Advantage)

• Teams Administrator Associate

• Messaging Administrator Associate

• Endpoint Administrator Associate

• SC-200 (Security Operations Analyst) / SC-300 (Identity & Access) / SC-400 (Information Protection & Compliance)

Qualifications :

Educational qualification:

• BE BTech BCA BSc (IT) MCA MBA (IT) and MSc(IT)

Experience:

• 57 years in Microsoft 365 / Office 365 administration support and operations (Enterprise environment)

Employment Type:

• Full-time (Shift-based support / On-call as needed)

Remote Work :

No

Employment Type :

Full-time