Role Overview
We are seeking a Level 3 Microsoft Support Engineer to join our Day 2 Operations team. This role focuses primarily on providing advanced-level technical support for Microsoft Azure and M365 infrastructure services, including incident resolution, service requests, and. You will collaborate with Tier 1 and Tier 2 engineers, and vendor support teams to ensure efficient issue resolution and exceptional service delivery.
What You Will Do
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. Assist with the technical implementation and troubleshooting of Intune, Autopilot, MS Defender, and AVD solutions based on client requirements and needs.
Why It Might Be a Fit
Candidates for this role must demonstrate strong, practical, hands-on experience working within the Microsoft 365 and Azure ecosystem. This includes the ability to support, troubleshoot, and administer Azure and M365 resources in a production environment and understand underlying architecture fundamentals, dependencies, and operational best practices.
Requirements
- 7+ years of experience in a technical support role focused on Microsoft Azure and Microsoft 365 services
- Strong problem-solving abilities with a proven ability to lead complex troubleshooting efforts
- Familiarity with ITIL best practices (Incident, Problem, Change Management)
- Experience with Microsoft EMS (Enterprise Mobility + Security)
- Hands-on experience with PowerBI / PowerAutomate / Graph / CoPilot
- Experience with engaging Microsoft Support, GDAP, Partner Center and Azure Lighthouse
- Experience troubleshooting Conditional Access policy issues
- Experience with Mobile Device Management solutions (Intune)
- Experience configuring and managing Windows Autopilot deployments and configuration
- Experience configuring and troubleshooting Exchange Online / O365
- 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
Benefits
- Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program
- Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
- Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
- Additional Perks: Employee Assistance Program, Employee Discount Program and more!
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