L3 Microsoft Support Engineer

Level 3 Microsoft Support Engineer

We are seeking a Level 3 Microsoft Support Engineer to join our Day 2 Operations team. This role focuses primarily on providing advanced-level technical support for Microsoft Azure and M365 infrastructure services, including incident resolution, service requests, and.

Candidates for this role must demonstrate strong, practical, hands-on experience working within the Microsoft 365 and Azure ecosystem. This includes the ability to support, troubleshoot, and administer Azure and M365 resources in a production environment and understand underlying architecture fundamentals, dependencies, and operational best practices. Engineers should be capable of analyzing issues end-to-end across the various Microsoft Workplace product suites, including: identity, governance, and security layers.

Responsibilities:

• Troubleshoot, support and resolve complex incidents across Microsoft 365 Environments (Exchange Online, Teams, Sharepoint, etc.), working independently as the final escalation point for customer incidents.
• Support Azure identity & access configurations, including Azure AD roles, permissions, MFA, conditional access, and identity troubleshooting.
• Lead end-to-end incident resolution efforts, including performing thorough RCA on major issues and implementing/documenting effective solutions and outcomes.
• Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution.
• 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.
• Document troubleshooting steps, environment details, and resolutions in the ticketing system.
• Manage ticket queues, triage incoming work, and distribute tickets to maintain balanced workload distribution.
• Conduct daily ticket quality reviews to ensure correct categorization, compliance, and SLA adherence.
• Assist with P1 case handling by gathering technical details, executing action items, and providing timely updates.
• Open and manage Microsoft support tickets with accurate tracking and communication.
• Collaborate with Tier 1 and 2 engineers for knowledge transfer and escalations.
• Communicate clearly and professionally with customers to gather details, deliver updates, and guide them through troubleshooting.
• Ensure timely, customer focused interactions that uphold service excellence.
• Assist during the onboarding of clients with the configuration and setup of relevant systems, processes and policies to ensure that critical information is gathered.
• Follow ITIL aligned incident, problem, and change management processes.
• Contribute documentation, knowledge base updates, and operational improvements.
• Participate in peer training, skill development, and team growth activities.
• 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.