Microsoft 365 and Azure Technical Support Engineer L3/L4

• Experience: 7+ years of experience in a technical support role focused on Microsoft Azure and Microsoft 365 services.
• 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).
• Hands-on experience with PowerBI / PowerAutomate / Graph / CoPilot (must have).
• Experience with engaging Microsoft Support, GDAP, Partner Center and Azure Lighthouse.
• Experience troubleshooting Conditional Access policy issues (must have).
• Experience with Mobile Device Management solutions (Intune).
• Experience configuring and managing Windows Autopilot deployments and configuration.
• Experience configuring and troubleshooting Exchange Online / O365 (must have).
• Experience working with Microsoft Defender in an enterprise IT environment.
• Experience troubleshooting Microsoft Azure Virtual Desktop environments.
• 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 working within a 24x7 technical support environment.

Preferred Qualifications

• Azure certifications such as AZ‑900or AZ‑104 (or actively pursuing).
• Modern workplace certifications such as MD-102, MS-102 or SC900.
• Experience using PowerShellfor Azure or M365 automation.
• Familiarity with hybrid identityand Azure AD Connect.
• Understanding of ITILand ITSM frameworks.

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The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Heath, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, PF Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Day of Caring for social responsibility, Bereavement

World Wide Technology is an Equal Opportunity Employer

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Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

WWT has grown in India over the last few years to 300+ employees, increasing its footprints in major cities including Mumbai, Bengaluru, Hyderabad, Gurgoan & Pune. WWT India is ranked 8th by Great Place to Work®  for 2025 in mid-sized category and in Top 25 by India’s Best Workplaces for Culture of Innovation 2025.

Want to work with highly motivated individuals on high-performance teams? Join WWT India today!

• Microsoft Tier 3 Support (M365 and Azure) 

  • Troubleshoot, support and resolve complex incidents across Microsoft 365 Environments (Exchange Online, Teams, Sharepoint, etc.), working independently as the final escalation point for customer incidents.
  • Support Azure identity & access configurations, including Azure AD roles, permissions, MFA, conditional access, and identity troubleshooting.
  • Lead end-to-end incident resolution efforts, including performing thorough RCA on major issues and implementing/documenting effective solutions and outcomes.
  • Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution.
  
  

  Service Requests & Operational Tasks 

  • 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.
  • Document troubleshooting steps, environment details, and resolutions in the ticketing system.
  
  

  Workflow & Team Responsibilities 

  • Manage ticket queues, triage incoming work, and distribute tickets to maintain balanced workload distribution.
  • Conduct daily ticket quality reviews to ensure correct categorization, compliance, and SLA adherence.
  • Assist with P1 case handling by gathering technical details, executing action items, and providing timely updates. 
  • Open and manage Microsoft support tickets with accurate tracking and communication. 
  • Collaborate with Tier 1 and 2 engineers for knowledge transfer and escalations.

   

  Customer Engagement 

  • Communicate clearly and professionally with customers to gather details, deliver updates, and guide them through troubleshooting. 
  • Ensure timely, customer focused interactions that uphold service excellence.
  • Assist during the onboarding of clients with the configuration and setup of relevant systems, processes and policies to ensure that critical information is gathered.

   

  Process & ITIL Compliance 

  • Follow ITIL aligned incident, problem, and change management processes.
  • Contribute documentation, knowledge base updates, and operational improvements. 
  • Participate in peer training, skill development, and team growth activities.
  • 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.