L2 Engineer – Microsoft 365

Summary

This role functions as an L2 support engineer for Microsoft 365, acting as the primary resolution layer for incidents escalated from L1, with an emphasis on structured troubleshooting and operational excellence.

Main Responsibilities

• L2 Escalation & Expert Support: Serve as the primary resolution point for incidents from L1, resolve Microsoft 365 issues, and escalate cases to L3 as needed.
• Operational Excellence: Deliver quality support aligned with SLAs, execute operational tasks, and proactively identify issues.
• Knowledge, Standards & Incident Resolution Matrix: Apply standards, contribute to the knowledge base, and ensure consistent resolutions.
• Problem Management & Service Improvements: Participate in problem investigations and propose process improvements.
• Stakeholder & Platform Collaboration: Act as a reliable contact for users and businesses, ensuring smooth escalations and communications.

Key Requirements

• Hands-on experience supporting Microsoft 365, including Teams, SharePoint, OneDrive, and Exchange.
• Experience in L2 IT support or service operations.
• Strong handling skills using ITSM tools.
• Ability to troubleshoot common Microsoft 365 issues.
• Good understanding of identity basics, including Entra ID/Azure AD.

Nice to Have

• Exposure to PowerShell for administrative tasks.
• Basic understanding of security and compliance features.
• Experience with Intune/Endpoint for client issues.
• Familiarity with the Power Platform.
• Microsoft certifications, such as MS-900 or MD-102.

Other Details

• Hybrid work model: 3 days per week in the office.
• Monthly rotational shifts of 9 hours.