L2 - Microsoft 365 Products

Requirements

• Minimum 2–5 years of experience in Microsoft Infrastructure, Cloud Support, System Administration, or a related role.
• Hands-on experience with Microsoft 365, Active Directory, and Microsoft Entra ID.
• Experience in Exchange Online and/or Exchange Server administration.
• Knowledge or experience in SQL Server Clustering, high availability, and troubleshooting.
• Experience with Microsoft Power Apps or Power Platform.
• Strong troubleshooting, root cause analysis, and problem-solving skills.
• Familiar with IT service management processes and SLA-based incident handling.
• Good communication and customer-facing skills.
• Able to prepare technical documentation and troubleshooting reports.
• Able to work independently as well as collaborate with internal teams, vendors, and customers.

Job Description

• Provide L2 technical support and troubleshooting for Microsoft 365, Active Directory/Entra ID, Exchange, SQL Server Clustering, and Power Apps.
• Conduct technical investigation, root cause analysis, configuration, and issue resolution.
• Handle incidents and service requests in accordance with agreed SLA.
• Coordinate and escalate complex issues to L3 teams, vendors, or principals when required.
• Communicate issue status, findings, resolutions, and next actions to customers and internal stakeholders.
• Provide technical consultation and recommendations based on customer requirements and identified issues.
• Recommend system improvements, optimization, preventive actions, and Microsoft best practices.
• Identify technical risks and propose preventive or corrective actions.
• Participate in technical discussions and customer meetings when required.
• Maintain technical documentation, troubleshooting records, incident reports, and knowledge base.
• Conduct knowledge sharing with internal teams and/or customers as required.

Skills: Troubleshooting, Microsoft Azure, Microsoft 365