Azure & Microsoft 365 Support Engineer L3/L4 (Fixed Night shifts) at World Wide Technology Healthcare Solutions

, , India -

Full Time

Start Date

Immediate

Expiry Date

19 May, 26

Salary

0.0

Posted On

18 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Azure, Microsoft 365, Troubleshooting, Root Cause Analysis, ITIL, On-Call Support, Escalation Handling, Microsoft EMS, Intune, Windows Autopilot, Exchange Online, Microsoft Defender, Azure Virtual Desktop, Windows Server, Active Directory, PowerShell

Industry

IT Services and IT Consulting

Description

* 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). * 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 Qualifications * 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.

Responsibilities

The role involves troubleshooting and resolving complex technical issues across Microsoft 365 environments, acting as the final escalation point for customer incidents and leading end-to-end resolution efforts including Root Cause Analysis. Responsibilities also include managing support cases with Microsoft, providing advanced support for M365 services, and assisting with the technical implementation and troubleshooting of Intune, Autopilot, Defender, and AVD solutions.