L2 Engineer – Microsoft 365

Summary: This job 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: Primary resolution for incidents from L1, resolving Microsoft 365 issues, and escalating 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: Reliable contact for users and businesses, ensuring smooth escalations and communications.

Key Requirements:

• Hands-on experience supporting Microsoft 365 (Teams, SharePoint, OneDrive, Exchange).

• Experience in L2/IT support/service operations.

• Strong handling skills using ITSM tools.

• Ability to troubleshoot common M365 issues.

• Good understanding of identity basics (Entra ID/Azure AD).

Nice to Have:

• Exposure to PowerShell for admin tasks.

• Basic understanding of security & compliance features.

• Experience with Intune/Endpoint for client issues.

• Familiarity with the Power Platform.

• Any Microsoft certifications (MS-900, MD-102).

Other Details:

• Location: Hybrid work model.

• Work Model: Hybrid (3 days/week in office).

• Work Hours: Monthly Rotational Shifts (9 hours).