Azure & Microsoft 365 Support Engineer L3/L4
World Wide Technology
Job Posting
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.