Microsoft 365 Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver Microsoft 365 support within Inviso’s follow-the-sun Service Café model, focusing primarily on Indian and European business hours.

• Oversee and manage a dedicated queue for Windows 365 migration and support in ServiceNow.

• Conduct Level 1 triage and preliminary troubleshooting for Microsoft 365, Windows 365, identity, endpoint, and associated user issues.

• Take ownership of incoming tickets, performing initial diagnosis, documentation, resolution, assignment, or escalation as needed.

• Carry out Windows 365 migration, provisioning, and validation tasks using established runbooks, checklists, and deployment protocols.

• Provide support for Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Intune, Entra ID, Defender, and Windows 365.

• Execute identity and access management tasks such as user provisioning, licensing, MFA, group memberships, access troubleshooting, and Conditional Access troubleshooting.

• Troubleshoot issues related to endpoint enrollment, application deployment, device compliance, connectivity, authentication, and Cloud PC.

• Escalate Level 2 and Level 3 issues, ensuring complete diagnostic information and comprehensive documentation is provided.

• Facilitate ticket transitions between India, European, and U.S. support teams across various time zones.

• Maintain ticket status, troubleshooting notes, resolution details, and service documentation within ServiceNow.

• Identify recurring incidents and suggest updates to runbooks, knowledge articles, checklists, and support procedures.

• Assist with Microsoft 365 and Windows 365 migration tasks, including testing, validation, and end-user readiness.

• Monitor and manage Microsoft 365 services through administration, security, compliance, and endpoint management centers.

• Engage with end users, customers, and internal technical teams to ensure effective communication.

• Participate in training and knowledge-sharing initiatives to enhance team capabilities.

• Enhance support processes via automation, documentation, and the development of repeatable solutions.

⛳️ Requirements

• A minimum of 2 years of experience in supporting Microsoft 365, end-user computing, cloud services, or within an IT service desk setting.

• Practical experience in supporting Microsoft 365 services such as Exchange Online, Teams, SharePoint Online, OneDrive, Intune, and Entra ID.

• Experience in supporting Windows endpoints and troubleshooting issues related to authentication, devices, applications, and connectivity.

• Familiarity with Windows 365 or other virtual desktop technologies is preferred; direct experience with Windows 365 is highly desired.

• Experience with ServiceNow or a similar ITSM and ticketing platform is essential.

• Understanding of IT service management practices, including ticket ownership, prioritization, escalation, SLAs, and incident management.

• Working knowledge of Microsoft 365 administration, user provisioning, licensing, MFA, identity management, device management, and access controls.

• Ability to adhere to technical runbooks and checklists while exercising independent troubleshooting and judgment when necessary.

• Strong troubleshooting and problem-solving capabilities, with the ability to gather, analyze, and clearly document information prior to escalation.

• Excellent written and verbal communication skills in English.

• Comfortable working autonomously during designated support hours while collaborating with teams spread across different geographical locations.

• Basic PowerShell experience is preferred.

• Familiarity with Microsoft Defender, Conditional Access, and Microsoft 365 security and compliance features is advantageous.

• Experience with Windows 365 migrations, Intune-managed environments, or Cloud PC deployments is preferred.

• Microsoft certifications such as MS-900, MD-102, MS-102, or SC-300 are favored.

• Experience in a Managed Service Provider (MSP), managed services, or multi-client support environment is preferred.

🏝️ Benefits

• Health coverage for employees, spouses, and dependents.

• Term life insurance provided.

• Contributions to a provident fund.

• Casual leave offered.

• Earned/paid leave available.

• Annual training allowance provided.

• Initial 6-month fixed-term contract with the possibility of conversion to permanent employment, subject to performance, business needs, and management approval.