Microsoft 365 L1 Support Engineers
Zorba AI
Gurugram, Haryana, IndiaFresher47m agovia LinkedIn
About the Role
We are hiring Microsoft 365 L1 Support Engineers to provide first-level technical assistance for Microsoft 365 applications and end-user issues. The role involves basic administration, incident resolution, ticket management, and escalation of complex issues to L2/L3 support teams.
Key Responsibilities
- Provide L1 support for Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive.
- Handle user creation, password resets, license assignment, group management, and basic Microsoft Entra ID administration.
- Support Microsoft Intune device onboarding, enrollment, and basic troubleshooting.
- Troubleshoot Outlook configuration, mailbox access, email delivery, Teams login and calling, and OneDrive synchronization issues.
- Manage basic shared mailbox, distribution list, and user access requests according to approved processes.
- Log, track, update, and resolve incidents and service requests within defined SLAs.
- Escalate complex technical issues to L2/L3 teams with appropriate troubleshooting details.
- Maintain ticket documentation, troubleshooting records, and knowledge-base articles.
- Provide timely updates to users and ensure a positive end-user support experience.
Requirements & Tech Stack
- Microsoft 365 / Office 365 administration
- Exchange Online
- Outlook
- Microsoft Teams
- SharePoint Online
- OneDrive
- Microsoft Entra ID
- Microsoft Intune
- Ticketing tools
- Incident management
- SLA-based support
Qualifications
- Basic knowledge of Microsoft 365 / Office 365 administration.
- Understanding of Exchange Online, Outlook, Teams, SharePoint Online, and OneDrive.
- Familiarity with user creation, password resets, licensing, and group administration.
- Basic understanding of Microsoft Entra ID and Microsoft Intune.
- Experience with ticketing tools, incident management, and SLA-based support.
- Good communication, troubleshooting, and customer service skills.
- Preferred Experience: Experience in an IT help desk, service desk, or L1 technical support environment.