Senior Engineer - Microsoft 365 Administration

Job Summary

Microsoft 365 (M365) L2 Support Engineer – BOX / MS Office / Adobe Location: Noida (or as per business requirement) Shift: Rotational / 24x7 (as applicable) Experience: 3–6 years Employment Type: Full‑time Role Summary We are looking for a skilled M365 L2 Support Engineer to provide advanced operational and troubleshooting support across the Microsoft 365 ecosystem, with additional responsibility for BOX, MS Office desktop applications, and Adobe products. The role will act as an escalation point from L1, ensuring timely resolution of incidents, service requests, and problem management while maintaining high service quality and SLA adherence. Key Responsibilities Microsoft 365 (L2 Support) Provide Level 2 support for Microsoft 365 services including: Exchange Online (mail flow, mailbox issues, calendar, permissions) Outlook (Desktop & Web) Share Point Online (site access, permissions, sync, sharing) One Drive for Business (sync, restore, access issues) Microsoft Teams (chat, meetings, calling, client issues) Perform advanced troubleshooting for M365 client and service issues escalated from L1. Analyze logs, message traces, audit logs, and admin center diagnostics. Support user provisioning, license assignment, group/DL management, and access requests. Identify recurring issues and contribute to problem management and RCA. MS Office (Desktop Applications) Provide L2 support for MS Office applications including: Word, Excel, PowerPoint, Outlook, One Note Troubleshoot installation, activation, performance, add‑ins, and compatibility issues. Support Office version upgrades, patches, and Click‑to‑Run issues. Handle profile corruption and application crashes. BOX Support Provide L2 support for BOX cloud storage: User access and permissions Folder sharing and collaboration issues Sync client troubleshooting Data access, upload/download, and performance issues Coordinate with BOX vendor support for complex or platform‑level issues. Support data access and compliance‑related requests as per policy. Adobe Support Provide L2 support for Adobe products, primarily: Adobe Acrobat / Acrobat Pro Adobe Reader Troubleshoot installation, licensing, activation, and performance issues. Support document creation, editing, signing, and PDF‑related issues. Work with vendors for license or application escalations when required. Operational & Process Responsibilities Work within ITSM tools (Service Now or equivalent) for incident, request, and problem management. Ensure adherence to SLAs, OLAs, and quality standards. Create and update knowledge articles (KBs) and troubleshooting documentation. Participate in shift handovers, service reviews, and continuous improvement initiatives. Support audit, compliance, and reporting requirements as needed. Collaborate with L1, L3, engineering, and vendor teams. Required Skills & Experience Technical Skills Strong hands‑on experience with Microsoft 365 L2 support. Good understanding of Exchange Online, Share Point Online, One Drive, Teams. Solid experience supporting MS Office desktop applications. Working knowledge of BOX administration and end‑user support. Experience supporting Adobe Acrobat / Reader in enterprise environments. Basic understanding of Azure AD / Entra ID, licensing, and identity concepts. Experience with Windows 10/11 OS troubleshooting. Familiarity with PowerShell (basic) is an advantage. Soft Skills Strong troubleshooting and analytical skills. Good verbal and written communication. Ability to work under pressure in a production support environment. Customer‑focused mindset with attention to detail. Willingness to work in shifts and provide on‑call support if required. Nice to Have ITIL Foundation certification. Experience in large, global enterprise environments. Exposure to compliance, data security, and audit‑driven support models. Knowledge of additional collaboration tools (Zoom, Viva, etc.).

Key Responsibilities

1. Maintain And Enhance Existing O365 Features By Troubleshooting Issues And Resolving Ad-Hoc Requests, Aligning With Business Requirements And Collaborating With Functional And Technical Teams For Efficient Project Execution.
2. Provide Comprehensive Client Support By Analyzing Data, Resolving Tickets, And Executing Day-To-Day Activities Such As Monitoring Client Requirements And Ensuring Timely Delivery Of Tasks Against Defined Quality Standards.
3. Develop And Update Documentation For Cmmi Compliance And Client Requirements, Ensuring That All Enhancements Are Accurately Recorded And Aligned With Organizational Standards.
4. Offer Technical Guidance And Mentorship To Junior Developers In O365 Administration Practices, Fostering Skill Development And Knowledge Sharing Within The Team.

Skill Requirements

1. Proficiency In O365 Administration With Hands-On Experience In Managing O365 Services.
2. Strong Understanding Of Troubleshooting Techniques And Tools Related To O365 Environments.
3. Familiarity With Cmmi Documentation Standards And Practices.
4. Excellent Communication Skills For Effective Client Interaction And Support.

Other Requirements

Microsoft 365 (M365) L2 Support Engineer – BOX / MS Office / Adobe Location: Noida (or as per business requirement) Shift: Rotational / 24x7 (as applicable) Experience: 3–6 years Employment Type: Full‑time Role Summary We are looking for a skilled M365 L2 Support Engineer to provide advanced operational and troubleshooting support across the Microsoft 365 ecosystem, with additional responsibility for BOX, MS Office desktop applications, and Adobe products. The role will act as an escalation point from L1, ensuring timely resolution of incidents, service requests, and problem management while maintaining high service quality and SLA adherence. Key Responsibilities Microsoft 365 (L2 Support) Provide Level 2 support for Microsoft 365 services including: Exchange Online (mail flow, mailbox issues, calendar, permissions) Outlook (Desktop & Web) Share Point Online (site access, permissions, sync, sharing) One Drive for Business (sync, restore, access issues) Microsoft Teams (chat, meetings, calling, client issues) Perform advanced troubleshooting for M365 client and service issues escalated from L1. Analyze logs, message traces, audit logs, and admin center diagnostics. Support user provisioning, license assignment, group/DL management, and access requests. Identify recurring issues and contribute to problem management and RCA. MS Office (Desktop Applications) Provide L2 support for MS Office applications including: Word, Excel, PowerPoint, Outlook, One Note Troubleshoot installation, activation, performance, add‑ins, and compatibility issues. Support Office version upgrades, patches, and Click‑to‑Run issues. Handle profile corruption and application crashes. BOX Support Provide L2 support for BOX cloud storage: User access and permissions Folder sharing and collaboration issues Sync client troubleshooting Data access, upload/download, and performance issues Coordinate with BOX vendor support for complex or platform‑level issues. Support data access and compliance‑related requests as per policy. Adobe Support Provide L2 support for Adobe products, primarily: Adobe Acrobat / Acrobat Pro Adobe Reader Troubleshoot installation, licensing, activation, and performance issues. Support document creation, editing, signing, and PDF‑related issues. Work with vendors for license or application escalations when required. Operational & Process Responsibilities Work within ITSM tools (Service Now or equivalent) for incident, request, and problem management. Ensure adherence to SLAs, OLAs, and quality standards. Create and update knowledge articles (KBs) and troubleshooting documentation. Participate in shift handovers, service reviews, and continuous improvement initiatives. Support audit, compliance, and reporting requirements as needed. Collaborate with L1, L3, engineering, and vendor teams. Required Skills & Experience Technical Skills Strong hands‑on experience with Microsoft 365 L2 support. Good understanding of Exchange Online, Share Point Online, One Drive, Teams. Solid experience supporting MS Office desktop applications. Working knowledge of BOX administration and end‑user support. Experience supporting Adobe Acrobat / Reader in enterprise environments. Basic understanding of Azure AD / Entra ID, licensing, and identity concepts. Experience with Windows 10/11 OS troubleshooting. Familiarity with PowerShell (basic) is an advantage. Soft Skills Strong troubleshooting and analytical skills. Good verbal and written communication. Ability to work under pressure in a production support environment. Customer‑focused mindset with attention to detail. Willingness to work in shifts and provide on‑call support if required. Nice to Have ITIL Foundation certification. Experience in large, global enterprise environments. Exposure to compliance, data security, and audit‑driven support models. Knowledge of additional collaboration tools (Zoom, Viva, etc.). Key Performance Indicators (KPIs) SLA adherence Ticket q