EMIDS Hiring||L1 Support||Bangalore||Need Quick Joiners

The L1 Microsoft 365 / Azure Support Engineer is a frontline support role responsible for providing first-level technical assistance to a US-based client environment. The role focuses on excellent communication, accurate ticket handling, and timely resolution of common Microsoft 365, Intune, and Azure-related issues.

This position is customer-facing, operates in a US business hours or overlap model, and serves as the first escalation point from the service desk while collaborating closely with L2 and L3 teams.

Key Responsibilities

End User Support & Communication

• Provide first-line support to US-based users via:
• Ticketing tools
• Email
• Chat
• Phone calls
• Demonstrate strong verbal and written communication aligned with US business standards
• Acknowledge, log, and prioritize incidents and service requests accurately
• Provide clear updates to users and maintain SLA compliance
• Escalate issues appropriately with detailed troubleshooting notes

Help Desk / Ticket Management

• Manage incidents and service requests using ITSM tools (ServiceNow, Freshservice, Jira, etc.)
• Categorize, prioritize, and route tickets correctly
• Follow standard operating procedures (SOPs) and knowledge articles
• Ensure complete documentation of:
• Issue description
• Troubleshooting steps
• Resolution or escalation details
• Participate in shift handovers and queue management

Microsoft 365 L1 Support

• Support common Microsoft 365 issues related to:
• Outlook connectivity and mail access
• OneDrive sync issues
• Teams login, calling, and meeting problems
• Basic SharePoint Online access issues
• Perform user and license management tasks under approved procedures
  
• Monitor Microsoft 365 Service Health and raise incidents when required
• Escalate advanced tenant-level or configuration issues to L2/L3

Microsoft Intune L1 Support

• Assist users with:
• Device enrollment issues
• Intune Company Portal access
• Basic compliance status checks
• Validate device registration and user authentication
• Perform initial troubleshooting for policy application issues
• Collect logs and diagnostics for escalation

Azure Basic Administration Support

• Provide L1 support for Azure-related access and usage issues
• Verify user permissions and access requests (no design or provisioning changes)
• Monitor Azure alerts and escalate system issues
• Assist with guided troubleshooting based on runbooks

Infrastructure as Code (IaC) – Awareness Level

• Understand the basics of Infrastructure as Code concepts
• Support monitoring of IaC deployments (read-only / execution status)
• Report pipeline failures to L2/L3 with relevant logs
• Follow change and deployment schedules

Data Migration Support (File Server to SharePoint Online)

• Provide L1 support during and after migration activities
• Assist users with:
• File access validation
• Sync issues
• Permission-related queries
• Log and escalate structural or data integrity issues
• Support user communication during migration windows

• Understand basic Zero Trust principles:
• Identity-first authentication
• MFA enforcement
• Device trust
• Assist users with MFA setup and login issues
• Support basic troubleshooting of access blocks due to Conditional Access
• Escalate policy or architectural issues to L2/L3

Observability & Tenant Health – L1 Monitoring

• Monitor dashboards for:
• Microsoft 365 Service Health
• Azure alerts
• Intune device status
• Report service degradation and outages promptly
• Collect logs and timestamps for escalation
• Support periodic tenant health reporting with data collection

Operational Responsibilities

• Adhere to ITIL-based incident, problem, and change processes
• Follow security, compliance, and access management policies
• Maintain high customer satisfaction (CSAT)
• Participate in shift rotations and on-call schedules as required
• Continuously update knowledge base articles

Required Skills & Experience

• Experience in IT Service Desk / Support role
• Experience supporting Microsoft 365 in an enterprise environment
• Basic knowledge of Intune and Azure
• Familiarity with ticketing systems and SLA-based support
• Strong verbal and written communication (US client-facing)
• Ability to work in US time zone or overlap shifts

Location: Bangalore