L1/L2 Support Engineer - Microsoft 365 Applications

We are looking for experienced O365 (Microsoft 365) L1/L2 Support Engineers to provide technical support, troubleshoot Microsoft 365 applications, and ensure smooth day-to-day IT operations for enterprise users. Key Responsibilities : - Provide L1/L2 technical support for Microsoft 365 applications and services. - Troubleshoot Outlook, Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive issues. - Manage user accounts, license assignments, password resets, and access permissions. - Resolve email delivery, mailbox configuration, calendar, and connectivity issues. - Support Microsoft Entra ID (Azure AD), MFA, authentication, and user provisioning. - Perform basic administration using Microsoft 365 Admin Center and Exchange Admin Center. - Handle incidents and service requests through ITSM/ticketing tools while meeting defined SLAs. - Escalate complex issues to L3 or relevant technical teams. - Maintain incident records, troubleshooting documentation, and operational procedures. - Provide remote end-user support and ensure timely incident resolution. Mandatory Skills : - Minimum 4+ years of experience in Microsoft 365 / O365 technical support. - Hands-on experience in L1/L2 support and incident management. - Strong troubleshooting knowledge of Outlook and Exchange Online. - Working knowledge of Microsoft Teams, SharePoint Online, and OneDrive. - Experience with Microsoft Entra ID (Azure AD), MFA, user provisioning, and license management. - Familiarity with ITSM tools, ticket management, and SLA-based support. - Good communication, customer service, and troubleshooting skills. Preferred Skills : - PowerShell scripting for Microsoft 365 administration. - Knowledge of ITIL processes and incident, problem, and change management. - Experience supporting enterprise users in a corporate IT environment. Candidate Requirements : - Candidates must have 4+ years of relevant Microsoft 365/O365 support experience. - Candidates should be comfortable working in a hybrid model from NCR, Mumbai, or Kolkata. - Strong customer service orientation and the ability to troubleshoot technical issues independently are essential.