M365 Engineer

• Deliver L2/L3 support for Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID (Azure AD), Intune, and M365 Apps.
• Identify and resolve incidents related to:
• Identity & access management (MFA, Conditional Access, SSO challenges, token/authentication issues)
• Email services (mail flow, quarantine/phishing, Outlook profiles, mobile access, transport rules)
• Teams functionality (sign-in issues, chat/meeting problems, add-ins, call quality, device troubleshooting)
• SharePoint/OneDrive (permissions management, sharing, sync client errors, storage/retention issues)
• Endpoint management (Intune enrollment, compliance checks, app deployment, and policy management)
• Conduct root-cause analysis, apply permanent solutions, and document known issues and workarounds.
• Monitor service health, act on advisories, and coordinate necessary communications.
• Maintain comprehensive documentation including KB articles, troubleshooting manuals, and standard operating procedures.

Administration & Continuous Improvement

• Provide routine administration support: manage user/group/license administration, policies, role-based access, and configurations in line with security standards.
• Utilize PowerShell/admin portals for diagnostics and remediation across Exchange, Teams, Entra, and SharePoint.
• Collaborate with Security, Network, Service Desk, and Infrastructure teams to address cross-domain challenges.
• Suggest automation improvements (scripts, standard workflows) to minimize recurring incidents.

Delivery & Governance

• Comply with ITSM/ITIL methodologies: incident, problem, change management, and SLA monitoring.
• Assist in implementing changes, feature updates, and minor projects (e.g., enhancements to Teams voice, governance for SharePoint, updates to Intune policies).
• Ensure alignment with compliance requirements (retention policies, DLP fundamentals, eDiscovery support as necessary).

Must-Have Experience

• 3–7 years in a technical support capacity (L2/L3) focused on Microsoft technologies (M365 preferred).
• Proven skills in systematic troubleshooting (issue isolation, log analysis, hypothesis validation, root cause identification).
• Hands-on expertise in at least 3 of the following areas:
• Exchange Online / troubleshooting mail flow
• Microsoft Teams client/meeting issues and call quality assessments
• SharePoint Online / OneDrive permissions, sharing, sync challenges
• Entra ID identity and authentication troubleshooting (MFA/SSO/CA)
• Intune device enrollment and policy troubleshooting
• Experience in an enterprise environment with SLAs and ITSM tools.

Acceptable Alternative (Trainable Profile)

• Candidates may be considered if they possess
• A solid foundation in Microsoft stack technologies (Windows Server, Active Directory, DNS, Azure fundamentals),
• Some familiarity with M365 administration/support (even if limited),
• A strong capacity for learning and a troubleshooting-oriented mindset.

Technical Knowledge (Essential Knowledge Areas)

• Core M365 Understanding
• Microsoft 365 administration concepts: tenants, licensing, service health, role-based access (RBAC).
• Entra ID: user/group management, MFA, Conditional Access principles, SSO basics, and interpretation of sign-in logs.
• Exchange Online: mail flow, message tracing, transport rules, basic quarantine policies, and Outlook connectivity issues.
• Teams: troubleshooting client issues, meeting policies, fundamental call quality troubleshooting, and familiarity with the Teams Admin Center.
• SharePoint/OneDrive: understanding the permissions model, sharing controls, sync troubleshooting, site storage management, and versioning basics.
• Intune (Endpoint Manager): enrollment processes, compliance policies, configuration profiles, and fundamental app deployment knowledge.