Microsoft 365 Specialist L2 (Exp required 3-5 yrs)

Role Overview
We are seeking a highly competent and disciplined Microsoft 365 Support Engineer responsible for providing end-to-end technical support, troubleshooting, and subscription management for business customers.
The role demands strong technical expertise across the M365 ecosystem, excellent communication skills, and strict adherence to operational processes. The candidate is expected to take complete ownership of issues and ensure timely resolution while maintaining service level commitments.
Key Responsibilities
1. Technical Support & Troubleshooting
Provide L2-level support for Microsoft 365 services including:
Exchange Online
Microsoft Teams
SharePoint Online
OneDrive for Business
Azure Active Directory (Entra ID)
Diagnose and resolve:
Mail flow and delivery issues
Login, MFA, and identity-related problems
Teams connectivity and functionality issues
Outlook client and profile-related issues
Perform root cause analysis and ensure permanent resolution of recurring issues
2. Subscription & Licensing Management
Handle customer queries related to:
M365 licensing plans (Business vs Enterprise)
Upgrades, downgrades, and plan transitions
Subscription provisioning and conflicts
Provide accurate recommendations based on customer requirements
Support internal and external teams in resolving billing/subscription disputes
3. Customer Communication & Escalation Handling
Interact with international clients via email and calls
Clearly communicate technical issues in a structured and professional manner
Manage escalations independently and provide timely updates
Participate in client calls (including off-hours when required)
4. Operational Compliance & Discipline
Adhere strictly to:
Shift timings and login schedules
Break policies and workforce management guidelines
Ensure:
Immediate response to emails and Microsoft Teams communications
No unreported downtime or absence
Report technical or connectivity issues proactively using all available communication channels
5. Documentation & Process Adherence
Maintain accurate ticket updates and documentation
Follow defined SOPs, escalation matrices, and reporting standards
Capture troubleshooting steps and resolutions for knowledge base improvement
Required Technical Skills
Strong hands-on experience with:
Microsoft 365 Admin Center
Exchange Online (mail flow, connectors, message trace)
Azure AD / Entra ID (users, MFA, Conditional Access)
Microsoft Teams administration
SharePoint Online & OneDrive
Solid understanding of:
DNS (MX, SPF, DKIM, DMARC)
Outlook client troubleshooting
Windows OS fundamentals
Microsoft 365 fundamentals and licensing
Ability to perform structured troubleshooting across multiple services
Preferred Skills
PowerShell for M365 administration
Experience with:
Hybrid environments (on-prem + cloud)
Tenant migrations
Security & Compliance (DLP, eDiscovery, Defender)
Exposure to third-party integrations (e.g., security or backup solutions)
Experience & Qualifications
3–6 years of relevant experience in Microsoft 365 / O365 support
Graduate in any discipline (Technical background preferred)
Experience in international customer support environment is highly desirable
Communication Requirements
Excellent written and verbal communication skills in English (NON-NEGOTIABLE)
Ability to handle customer disputes professionally (including billing-related discussions)
Clear, neutral accent suitable for international clients
Behavioral Expectations
Strong ownership and accountability
High level of discipline and reliability
Ability to work under pressure without compromising quality
Proactive communication and escalation mindset
Key Performance Indicators (KPIs)
SLA adherence and ticket resolution timelines
First-time resolution rate
Customer satisfaction (CSAT)
Compliance with shift and operational policies
Quality of documentation and communication

Work arrangement
Yes