Microsoft Engineer (L2)

Role overview

Responsibilities

• Support users and administrators across Microsoft technologies and enterprise platforms; contribute to support-service best practices.
• Resolve technical issues and help ensure service availability using Microsoft infrastructure, cloud, and troubleshooting skills.
• Prioritize and manage incidents, service requests, and escalations while advocating for customers.
• Collaborate with operations, engineering, and project teams to improve processes and accelerate issue resolution.
• Assist with monitoring, maintenance, and service improvements; maintain documentation, knowledge articles, and operational records.

Technical qualifications

• Developing knowledge of Microsoft cloud and infrastructure technologies; working knowledge of Microsoft 365, Azure, Active Directory, Exchange Online, Teams, or related platforms.
• Troubleshooting complex enterprise issues; experience analyzing logs and performing root-cause troubleshooting.
• Exposure to network monitoring tools and developing knowledge of HTTP, TCP/IP, FTP/SFTP, SOAP, and REST.
• Developing understanding of XML, JSON, RegEx, ITSM, CMDB, and ITIL; good understanding of database and application support.
• PowerShell or other scripting and automation knowledge is desirable.
• Familiarity with incident, problem, change, and escalation management; strong customer service and written and verbal communication.

Education and experience

• Bachelor’s degree or equivalent in Information Technology, Computer Science, or a related field; relevant ITIL certification.
• Moderate experience providing customer-facing technical support, supporting Microsoft technologies, and supporting enterprise infrastructure and cloud environments.
• SaaS or managed-services support experience is desirable.

Workplace

• The description specifies on-site working.