Microsoft 365 and Azure Technical Support Engineer L3/L4

• Experience:
• 7+ years of experience in a technical support role focused on Microsoft 365 services and Microsoft Azure. Troubleshooting Skills:Strong problem-solving abilities with a proven ability to lead complex troubleshooting efforts, perform thorough Root Cause Analysis (RCA), and clearly document resolution steps.
• Independent Ownership:Self-motivated and able to work independently with minimal supervision, taking ownership of complex issues and driving them to resolution.
• ITIL Knowledge:Familiarity with ITIL best practices (Incident, Problem, Change Management) and experience integrating these processes into day-to-day support operations.
• On-Call Availability:Flexibility to be part of an on-call rotation for after-hours (and occasional weekend) support when required.
• Escalation Handling:Proven experience creating, escalating, and managing support cases with Microsoft to drive complex issues to resolution.
• Microsoft EMS (Enterprise Mobility + Security) experience (must have).
• Experience with Mobile Device Management solutions (Intune) (must have).
• Experience configuring and managing Windows Autopilot deployments and configuration (must have).
• Experience configuring and troubleshooting Exchange Online / O365.
• Experience working with Microsoft Defender in an enterprise IT environment (must have).
• Experience troubleshooting Microsoft Azure Virtual Desktop environments (must have).
• 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 with VMware or Hyperflex products would be an asset.
• Experience with PowerBI / PowerAutomate / Graph / CoPilot would be an asset.
• ITIL would be an asset.
• Experience working within a 24x7 technical support environment.

#LI-PR1

• Resolve Complex Issues:Troubleshoot and resolve complex technical issues across Microsoft 365 environments, working independently as the final escalation point for customer incidents.
• Lead Incident Resolution:Lead end-to-end incident resolution efforts, including performing thorough RCA on major issues and implementing/documenting effective solutions and outcomes.
• Vendor Escalation Management:Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution.
• Microsoft 365 Support:Provide advanced support for Microsoft 365 services (Exchange Online, SharePoint Online, Teams, etc.), diagnosing and resolving service-related issues in customer tenants.
• Assist with the technical implementation and troubleshooting of Intune, Autopilot, MS Defender, and AVD solutions based on client requirements and needs.
• Assist in maintaining the health of client MEM/MDM environments on an on-going basis. Provide guidance and mentorship where needed.
• Assist during the onboarding of clients with the configuration and setup of relevant systems, processes and policies to ensure that critical information is gathered.
• Stay informed about advances in Microsoft tools, technologies, and features.
• Responsible for resolving tickets, updating knowledge articles, problem management bringing tickets to full resolution.
• Document, implement and test changes in accordance with Change Management procedures.
• Escalate potential problems and client support issues to management or third-party vendors as per SLA contract.
• Maintain and improve technical documentation associated with supported client environments.
• Demonstrate excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities.
• Providing insights and recommendations as well as configuration mentorship to clients around MEM/MDM + EMS. Troubleshoot Exchange Online issues.
• ITIL Process Adherence:Adhere to ITIL processes (Incident, Change, and Problem Management) to ensure structured and efficient handling of support requests and changes.
• Documentation:Document all troubleshooting steps, RCA findings, and resolutions in the ticketing system or knowledge base for future reference and team knowledge sharing. 
• Customer Communication:Collaborate with customers and internal teams to provide timely updates and ensure high customer satisfaction throughout the support case lifecycle.
• On-Call Support:Participate in an on-call rotation to provide after-hours support for critical incidents as needed, demonstrating flexibility and reliability.