Azure & Microsoft 365 Support Engineer L3/L4 (Fixed Night shifts)

Required Qualifications

• Experience: 10+ years of experience in a technical support role focused on Microsoft Azure and Microsoft 365 services.
• Azure Expertise: Strong expertise in Microsoft Azure infrastructure, including hands-on experience with Azure Virtual Machines, Storage, Virtual Networks, VPN, and ExpressRoute.
• Escalation Handling: Proven experience creating, escalating, and managing support cases with Microsoft to drive complex issues to resolution.
• 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.

Preferred Qualifications

• Certification: Microsoft Azure Administrator certification (e.g., AZ-104) or equivalent.
• Scripting: Proficiency in PowerShell scripting for automation and advanced troubleshooting tasks.
• Microsoft 365 Expertise: Hands-on experience with Microsoft 365 administration (Exchange Online, SharePoint Online, Teams, etc.).

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Qualifications

Key Responsibilities

• Resolve Complex Issues: Troubleshoot and resolve complex technical issues across Microsoft Azure and 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.
• Azure Infrastructure Support: Manage and troubleshoot Azure infrastructure components (Azure Virtual Machines, Storage accounts, Virtual Networks, VPN gateways, ExpressRoute connectivity) during customer issue 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.
• 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.