Senior Support Engineer – M365 (L2)

Role Summary

Provide L2 support for Microsoft 365 across Exchange Online, Teams, SharePoint and OneDrive, Intune, Entra ID (identity side), and the Defender suite for M365. As the senior point of resolution for productivity, collaboration, identity, and endpoint management issues across our managed tenants, you drive incidents to closure, execute approved changes, and continually strengthen tenant security posture.
Key Responsibilities
Exchange Online & Mail Flow

• Administer mail flow, transport rules, connectors, and DNS records (MX, SPF, DKIM, DMARC, Autodiscover, CNAME).

• Manage archiving, litigation/legal hold, retention, spam, and quarantine policies.

• Handle complex recipient tasks: mailbox permissions, forwarding, shared mailboxes, resource mailboxes, and migrations between mailbox types.

• Provide Exchange Online support via PowerShell (Exchange Online Management module).

Teams, SharePoint & OneDrive

• Troubleshoot Teams meetings, audio/video, federation, and Phone System issues affecting multiple users.

• Administer Teams policies (meeting, messaging, calling, app permission) and voice routing where applicable.

• Manage advanced SharePoint and OneDrive permissions, site collection settings, external sharing, and hub sites.

Identity & Access (M365 Side)

• Perform advanced Entra ID administration: users, groups, roles, app registrations, Enterprise Apps, and SSO.

• Support hybrid identity: Entra Connect sync, password hash / pass-through auth, federation troubleshooting.

• Configure and tune Conditional Access, MFA, named locations, and risk-based policies for client tenants.

Security & Compliance (Purview + Defender for M365)

• Configure and manage Defender for Office 365 (Safe Links, Safe Attachments, anti-phish, quarantine, allow/block lists).

• Implement DLP, sensitivity labels, retention/deletion policies, eDiscovery cases, and content search.

• Review Secure Score, identify gaps, and raise remediation tickets.

Endpoint Management (Intune)

• Apply advanced Intune policy configuration: compliance, configuration profiles, Conditional Access integration.

• Package and deploy applications including LOB apps, Autopilot enrolment, update rings, and device wipe/retire.

• Support co-management and transition from on-premises MECM/SCCM where present.

Support Operations

• Own P2 and P3 tickets escalated from L1; meet response and resolution SLAs.

• Execute approved changes via CAB; prepare RFCs, rollback plans, and post-change validation.

• Lead Post-Incident Reviews and root-cause analysis on M365-impacting incidents.

• Engage Microsoft support for platform-level issues and drive cases to closure.

• Author and maintain runbooks, SOPs, and KB articles for Modern Workplace scenarios.

• Mentor L1 engineers; run monthly knowledge-sharing sessions on M365 topics.

• Automate routine M365 tasks using PowerShell and Microsoft Graph.

Required Skills & Experience

• Bachelors degree in IT, Computer Science, or related field (or equivalent experience).

• 5+ years hands-on Microsoft 365 administration and L2 support, preferably in an MSSP/MSP/managed services environment.

• Proven depth in Exchange Online, Teams, SharePoint/OneDrive, Intune, Entra ID, and Defender for M365.

• Strong PowerShell scripting — Exchange Online, Microsoft Graph, Teams, and Intune modules.

• Working knowledge of DNS, SMTP, TLS, OAuth, SAML, and modern auth.

• ITIL-aligned ticketing discipline (JSM or equivalent), change management, and PIR participation.

• Clear written and verbal communication with client IT contacts.

Preferred Certifications

MS-102

Microsoft 365 Administrator Expert — strongly preferred

ITIL Foundation

Service management fundamentals