We are looking for a Microsoft 365 Technical Support Associate L1/ L2 to provide technical support and administration for Microsoft 365, Exchange Online, Active Directory, and end-user systems. The role requires strong troubleshooting skills, SLA management, and effective communication with customers and internal technical teams.
Key Responsibilities
- Provide L1/L2 technical support for Microsoft 365, Outlook, Teams, OneDrive, and SharePoint.
- Troubleshoot Exchange Online/ Hybrid Exchange, email flow, mailbox, SMTP, and Outlook issues.
- Create, modify, disable, and manage users in Active Directory and Microsoft Entra ID (Azure AD).
- Manage Microsoft 365 licenses, groups, permissions, shared mailboxes, and distribution lists.
- Perform password resets, account unlocks, MFA, and access-related troubleshooting.
- Troubleshoot VPN, Windows, printer, connectivity, and basic network issues.
- Monitor and resolve incidents/ service requests within defined SLAs.
- Maintain accurate ticket updates and escalate complex issues to L2/ L3 teams when required.
- Create and maintain SOPs, knowledge articles, and support documentation.
- Prepare regular support/ ticket reports.
- Provide technical support to international customers through calls, tickets, and remote support.
Required Skills
- Hands-on experience with Microsoft 365 administration and troubleshooting.
- Good knowledge of Exchange Online and Active Directory.
- Basic/intermediate knowledge of Microsoft Entra ID (Azure AD).
- Experience with Microsoft 365 Admin Center and user/ license management.
- Good understanding of SMTP, DNS, email, and basic networking.
- Experience with ticketing/ ITSM tools and SLA-based support.
- Good communication and customer-handling skills.
- Strong troubleshooting and problem-solving ability.
Qualification & Experience
- Bachelor’s degree/ Diploma in IT, Computer Science, or related field.
- 1 to 3 years of experience in Microsoft 365, Technical Support, Service Desk, Helpdesk, or System Administration.
- Knowledge of Intune, MFA, Conditional Access, SharePoint, OneDrive, and PowerShell.
- ITIL or Microsoft certification.
- Experience with international/ voice-based technical support.
Company Profile
Tech Profuse Private Limited., established in 2009, is one of the oldest Google Cloud Partners globally. We deliver cloud solutions to customers across the world and believe our people are the key to our success. We offer a collaborative work environment with ample opportunities for learning, growth, and career advancement.
