Messaging & Collaboration Tools Specialist II

Messaging & Collaboration Support Engineer provides operational support for enterprise messaging, identity, and collaboration services. The role supports Microsoft 365 and related platforms, resolves incidents and service requests, performs approved administrative tasks, and helps maintain secure, reliable services for end users. The position may be filled at Level 2 based on the candidate's experience, technical depth, and ability to work independently.

Provide L2 support for Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, and Microsoft 365 applications.

Troubleshoot Outlook connectivity, mailbox access, mail-flow, calendar, distribution-list, shared-mailbox, permission, Teams, SharePoint, and OneDrive issues.

Process approved requests for mailboxes, aliases, Dynamic & Static distribution lists, Microsoft 365 groups, Teams, site access, licenses, and permissions.

Use Microsoft 365, Exchange, Teams, SharePoint, and Entra administration portals to investigate and resolve service issues.

Monitor Microsoft 365 service health and communicate incidents, advisories, user impact, and restoration updates to stakeholders.

Identity, Access, and Security

Support user, group, license, authentication, MFA, guest-access, and Conditional Access troubleshooting in Microsoft Entra ID, following approved procedures.

Review sign-in, audit, message-trace, and administrative logs to support incident investigation and access validation.

Assist with suspected account-compromise, phishing, spam, and unauthorized-access cases, and escalate security incidents according to established procedures.

Apply least-privilege, data-protection, and change-management requirements when granting access or making configuration changes.

Support conference-room and collaboration technologies, including Teams Rooms, Zoom Rooms, and neat devices, where applicable.

Create and maintain knowledge articles, troubleshooting guides, standard operating procedures, support records, and technical documentation.

Participate in planned changes, post-change validation, incident bridges, root-cause analysis, and service-improvement activities.

Work with internal infrastructure, security, network, application, and service-desk teams, as well as external vendors, to resolve issues.

Use PowerShell and approved automation tools to collect information and perform repeatable administrative tasks appropriate to the assigned support level.

L2, 3-6 years. Advanced troubleshooting and ownership of escalated incidents; approved configuration changes; root-cause analysis; PowerShell automation; operational improvement; vendor coordination; and technical guidance for L1 engineers.

Customer-focused communication & ownership

Analytical troubleshooting & attention to detail

Security and compliance awareness

Teamwork, collaboration, and knowledge sharing

Ability to prioritize work & perform effectively during service incidents

Incidents and requests are resolved accurately within agreed service levels.

Escalations include clear troubleshooting evidence, business impact, and actions already completed.

Administrative changes follow approval, security, documentation, and validation requirements.

Knowledge articles and repeatable support procedures are continuously improved.

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