About the job
- Microsoft Tier 3 Support (M365 and Azure)
- Troubleshoot, support and resolve complex incidents across Microsoft 365 Environments (Exchange Online, Teams, Sharepoint, etc.), working independently as the final escalation point for customer incidents.
- Support Azure identity & access configurations, including Azure AD roles, permissions, MFA, conditional access, and identity troubleshooting.
- Lead end-to-end incident resolution efforts, including performing thorough RCA on major issues and implementing/documenting effective solutions and outcomes.
- Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution.
Service Requests & Operational Tasks
- Assist with the technical implementation and troubleshooting of Intune, Autopilot, MS Defender, and AVD solutions based on client requirements and needs.
- Assist in maintaining the health of client MEM/MDM environments on an on-going basis.
- Provide guidance and mentorship where needed.
- Document troubleshooting steps, environment details, and resolutions in the ticketing system.
Workflow & Team Responsibilities
- Manage ticket queues, triage incoming work, and distribute tickets to maintain balanced workload distribution.
- Conduct daily ticket quality reviews to ensure correct categorization, compliance, and SLA adherence.
- Assist with P1 case handling by gathering technical details, executing action items, and providing timely updates.
- Open and manage Microsoft support tickets with accurate tracking and communication.
- Collaborate with Tier 1 and 2 engineers for knowledge transfer and escalations.
Customer Engagement
- Communicate clearly and professionally with customers to gather details, deliver updates, and guide them through troubleshooting.
- Ensure timely, customer focused interactions that uphold service excellence.
- Assist during the onboarding of clients with the configuration and setup of relevant systems, processes and policies to ensure that critical information is gathered.
Process & ITIL Compliance
- Follow ITIL aligned incident, problem, and change management processes.
- Contribute documentation, knowledge base updates, and operational improvements.
- Participate in peer training, skill development, and team growth activities.
- Responsible for resolving tickets, updating knowledge articles, problem management bringing tickets to full resolution.
- Document, implement and test changes in accordance with Change Management procedures.
- Escalate potential problems and client support issues to management or third-party vendors as per SLA contract.
- Maintain and improve technical documentation associated with supported client environments.
- Experience: 7+ years of experience in a technical support role focused on Microsoft Azure and Microsoft 365 services.
- Troubleshooting Skills: Strong problem-solving abilities with a proven ability to lead complex troubleshooting efforts, perform thorough Root Cause Analysis (RCA), and clearly document resolution steps.
- Independent Ownership: Self-motivated and able to work independently with minimal supervision, taking ownership of complex issues and driving them to resolution.
- ITIL Knowledge: Familiarity with ITIL best practices (Incident, Problem, Change Management) and experience integrating these processes into day-to-day support operations.
- On-Call Availability: Flexibility to be part of an on-call rotation for after-hours (and occasional weekend) support when required.
- Escalation Handling: Proven experience creating, escalating, and managing support cases with Microsoft to drive complex issues to resolution.
- Microsoft EMS (Enterprise Mobility + Security) experience (must have).
- Hands-on experience with PowerBI / PowerAutomate / Graph / CoPilot (must have).
- Experience with engaging Microsoft Support, GDAP, Partner Center and Azure Lighthouse.
- Experience troubleshooting Conditional Access policy issues (must have).
- Experience with Mobile Device Management solutions (Intune).
- Experience configuring and managing Windows Autopilot deployments and configuration.
- Experience configuring and troubleshooting Exchange Online / O365 (must have).
- Experience working with Microsoft Defender in an enterprise IT environment.
- Experience troubleshooting Microsoft Azure Virtual Desktop environments.
- Strong, hands-on experience with Microsoft Server and products.
- Knowledge or desire to develop skills and knowledge related to Cloud platforms, such as Azure, AWS or Google Cloud Platform.
- 5+ years’ experience supporting clients (Internal or external) via phone, email, or desk side.
- Experience with Windows Server.
- Experience with Active Directory / Entra ID.
- Experience with PowerShell.
- Experience working within a 24×7 technical support environment.
Preferred Qualifications
- Azure certifications such as AZ‑900or AZ‑104 (or actively pursuing).
- Modern workplace certifications such as MD-102, MS-102 or SC900.
- Experience using PowerShellfor Azure or M365 automation.
- Familiarity with hybrid identityand Azure AD Connect.
- Understanding of ITILand ITSM frameworks.
