Microsoft 365 / O365 L1 Support Engineer

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

• 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.

Qualifications

Preferred Experience: Experience in an IT help desk, service desk, or L1 technical support environment.