Provide Tier 2 technical support for Microsoft 365 and Windows endpoint/server environments. Troubleshoot incidents, fulfill service requests, manage tickets and SLAs, monitor systems, support identity and access (Entra ID/MFA/conditional access), document resolutions, escalate to Tier 3 or vendors, and participate in ITIL-based processes, training, and process improvements in a 24/7 rotating shift environment.
Job Summary & Responsibilities
Required Qualifications
- Experience: 5 to 8 years of technical support experience in an enterprise or MSP environment with a focus on Microsoft 365 and Windows endpoint/server platforms.
- Technical Skills:
- Strong working knowledge of Microsoft 365 admin centers (Exchange Online, Teams, SharePoint Online, OneDrive)
- Hands-on experience with Windows Server administration, Intune/SCCM device management, and Windows Defender endpoint security
- Solid troubleshooting of identity issues (Microsoft Entra ID, MFA, conditional access) and Windows endpoint security fundamentals
- Communication: Clear and professional verbal and written communication skills.
- Ticket Management: Experience working within a ticketing system and adhering to SLAs.
- Team Player: Willingness to learn, collaborate with others, and grow within the team.
Preferred Qualifications
- Microsoft MS-102, MD-102, or MS-900 certification (or working toward it)
- Experience with PowerShell for M365/Windows administration and scripting
- Knowledge of hybrid identity environments and Active Directory synchronization (e.g., Entra Connect)
- Familiarity with change management and ITSM frameworks such as ITIL
Additional Information
- Must be able to work in a 24/7 environment with rotating shifts or on-call support schedule.
- Opportunities for professional growth through training and certification support
- Involvement in process improvement initiatives and team coordination activities
- Looking for candidates who can join in 30 days or less
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