Microsoft 365 Support Engineer

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, SharePoint Online, OneDrive, 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.

Responsibilities

Administer and support Microsoft 365 tenant configuration and governance: Microsoft 365 Admin Center, Exchange Admin Center, SharePoint 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); Support Exchange Online: mail flow, hybrid routing, EOP, spam/phish policies, mailboxes, groups, retention policies, transport rules, connectors, Outlook connectivity, Autodiscover, calendaring, permissions, delegation, mobile access, eDiscovery holds, mailbox auditing, message trace and investigations; Support Microsoft Teams: voice/video, federation, meeting policies, calling/meeting QoS, policies, guest access, external access, client issues, meeting join failures, chat/file sharing integration with SharePoint/OneDrive; Manage SharePoint Online & OneDrive: site collections, permissions, sharing policies, external collaboration, sync issues, access problems, file versioning/restore, storage & quota, metadata, governance; Administer Identity & Access: users/groups, dynamic groups, conditional access policies, authentication methods, SSO and app integrations, token/authentication failures, MFA, self-service password reset, access reviews, directory sync; Manage Endpoint & Device Management: device enrollment, compliance policies, configuration profiles, app deployment, enrollment failures, compliance evaluation, policy conflicts, Windows/macOS/mobile device policy application; Security, Compliance & Governance: Microsoft Defender for Office 365 Safe Links/Safe Attachments, anti-phishing, secure score improvement, incident support, account compromise response, malicious mail investigations, containment actions; Microsoft Purview: DLP policies and alerts triage, retention labels/policies, records management, eDiscovery, legal hold, content search, sensitivity labels, information protection, audit logging, compliance reporting; Migration support: mailbox migrations (cutover/staged/hybrid, cross-tenant), file migrations (SharePoint/OneDrive), post-migration support, client reconfiguration, permissions validation, adoption support, cleanup

Requirements

5–7 years in Microsoft 365 / Office 365 administration, support, and operations (Enterprise environment); Strong troubleshooting skills across M365 workloads and cross-se; Hands-on experience with Exchange Online, Teams, SharePoint Online, OneDrive; Entra ID (Azure AD), Conditional Access, MFA; Microsoft Purview Compliance (DLP, retention, audit); PowerShell proficiency: Exchange Online PowerShell, Teams PowerShell, SharePoint 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; Educational qualification: BE, BTech, BCA, BSc (IT), MCA, MBA (IT), MSc(IT); 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: 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

Nice to have

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: ServiceNow, Remedy, Jira Service Management; Additional certifications: Teams Administrator Associate, Messaging Administrator Associate, Endpoint Administrator Associate, SC-200 (Security Operations Analyst) / SC-300 (Identity & Access) / SC-400 (Information Protection & Compliance); Exposure to Teams Phone / Direct Routing / Operator Connect; Basic knowledge of Defender for Endpoint integration; Exposure to migration tools: Microsoft Migration Manager, SharePoint Migration Tool (SPMT), Quest, BitTitan, Cloudiway; PnP is a plus