Microsoft 365 Support Engineer

Role Summary:

We are looking for a highly skilled Microsoft 365 Support Engineer with** 5–7 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, Share Point Online, One Drive, 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, Share Point 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 e Discovery 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 Share Point/One Drive
• Exposure to Teams Phone / Direct Routing / Operator Connect is a plus

4) Share Point Online & One Drive

• Manage: site collections, permissions (Share Point groups, Entra ID groups), sharing policies, external collaboration
• Troubleshoot sync issues (One Drive 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
• e Discovery (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: Share Point/One Drive migration support, common issues (permissions, invalid characters, throttling)
• Exposure to migration tools is a plus: Microsoft Migration Manager,Share Point Migration Tool (SPMT),Quest,Bit Titan,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, Share Point Online, One Drive. 2) Entra ID (Azure AD), Conditional Access, MFA. 3) Microsoft Purview Compliance (DLP, retention, audit).

• PowerShell proficiency: Exchange Online PowerShell, Teams PowerShell, Share Point 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: Service Now, 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)

Educational qualification:

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

Experience:

• 5–7 years in Microsoft 365 / Office 365 administration, support, and operations (Enterprise environment)

Employment Type:

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