Microsoft 365 and Azure Technical Support Engineer L3/L4

• 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 24x7 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.

#LI-PR1

• 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.