Microsoft 365 / O365 L1 Support Engineer

Zorba AI

Key Responsibilities

• Provide L1 support for Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive.
• Perform user creation, password resets, license assignment, group management, and basic Microsoft Entra ID administration.
• Support Microsoft Intune onboarding and troubleshoot basic enrollment and device-related issues.
• Troubleshoot Outlook, mailbox access, email delivery, Teams login/calling, and OneDrive synchronization issues.
• Handle basic shared mailbox, distribution list, and user-access requests using approved processes.
• Log, track, and resolve incidents and service requests within defined SLAs.
• Escalate complex issues to L2/L3 support teams with appropriate troubleshooting details.
• Maintain ticket documentation, knowledge-base articles, and timely user updates.

Requirements & Tech Stack

• Microsoft 365 / Office 365 support
• Exchange Online and Outlook troubleshooting
• Microsoft Teams and OneDrive support
• User creation, password resets, and license assignment
• Basic Microsoft Entra ID / Azure AD
• Microsoft Intune onboarding
• Ticketing, SLA management, and escalation

Preferred Skills

• SharePoint Online
• Active Directory basics
• ITIL / IT service desk processes
• ServiceNow, Jira Service Management or similar ticketing tools