Job Summary

Classification: InternalM365 L2 JDJob Summary:The M365 L2 Engineer is a mid-level role within the IT Operations team, responsible forsupporting and maintaining the Microsoft 365 (M365) environment. The role focuses onproviding technical support, issue resolution, and assisting in administration activities toensure smooth functioning of M365 services such as Exchange Online, SharePoint, Teams,and OneDrive.Key Responsibilites:M365 Administration Support• Assist in configuration and administration of M365 services including ExchangeOnline, Teams, SharePoint Online, and OneDrive.• Perform user management (user creation, license assignment, mailboxmanagement, access controls).Incident & Request Management• Handle L2-level incidents and service requests related to M365.• Troubleshoot and resolve moderate complexity issues (mail flow, Teams access,SharePoint permissions, etc.).• Escalate complex issues to L3 team when required.Monitoring & Maintenance• Monitor M365 service health dashboards.• Perform routine checks and basic maintenance activities.• Ensure uptime and availability of services.Support to L3 / Projects• Assist L3 team in migrations, upgrades, and deployments.• Support in implementation of new features/configurations.Security & Compliance Support• Follow defined security policies and compliance guidelines. Classification: Internal• Support implementation of security controls (MFA, conditional access, etc.).• Report any security incidents or anomalies.Documentation• Maintain/update SOPs, troubleshooting guides, and knowledge base articles.• Document recurring issues and resolutions.End-User Support• Provide support to end users on M365 applications.• Guide users on usage issues (Outlook, Teams, OneDrive, etc.).Automation (Basic Level)• Execute predefined scripts (PowerShell).• Support basic automation tasks under L3 guidance.Experience:• Basic to intermediate knowledge of:o Exchange Onlineo MS Teamso SharePoint Onlineo OneDrive• Basic understanding of:o PowerShello M365 Admin Centero Security & Compliance features• Familiarity with ITIL processes (incident, problem management)• Good troubleshooting and communication skills.

Key Responsibilities

1. Deliver Advanced Technical Support For O365 Administration By Troubleshooting Complex Incidents And Conducting Root Cause Analysis To Implement Effective Solutions For Technical And Security Issues.
2. Collaborate With Support Teams To Resolve Escalated Tickets Within Agreed Slas, Ensuring Seamless Operations And Maintaining A Strong Security Posture.
3. Enhance Knowledge Management By Updating And Managing The Knowledge Base, Providing Training To New Team Members, And Coaching Analysts To Improve Team Performance.
4. Monitor And Improve Customer Satisfaction Metrics Through First Call Resolution Initiatives, Minimizing Case Reopens And Rejected Resolutions While Addressing Potential Security Threats.
5. Adhere To Quality Standards And Regulatory Requirements, Ensuring Compliance With Company Policies And Contributing To Continuous Service Improvement.

Skill Requirements

1. In-Depth Knowledge Of O365 Administration And Its Services.
2. Strong Troubleshooting Skills For Complex Technical Issues In O365 Environments.
3. Proficiency In Conducting Root Cause Analysis And Implementing Effective Solutions.
4. Excellent Communication And Collaboration Skills To Work With Cross-Functional Teams.
5. Solid Understanding Of Security Best Practices Related To O365.

Other Requirements

1. Microsoft Certified: Security, Compliance, And Identity Fundamentals (Optional But Valuable).
2. Microsoft 365 Certified: Enterprise Administrator Expert (Optional But Valuable)