Microsoft Engineer (L2)

Role overview

Key responsibilities

• Provide technical support to users and administrators across Microsoft technologies and enterprise platforms.
• Troubleshoot issues and support service availability; manage assigned incidents, requests, and escalations with a customer-focused approach.
• Contribute to support-service best practices and collaborate with operations, engineering, and project teams to improve processes and resolve issues faster.
• Assist with system monitoring, maintenance, project delivery, and service improvement.
• Maintain accurate documentation, knowledge articles, and operational records; perform other related tasks as required.

Experience and technical qualifications

• Developing knowledge of Microsoft cloud and infrastructure technologies and ability to troubleshoot complex enterprise issues.
• Working knowledge and moderate experience supporting Microsoft 365, Azure, Active Directory, Exchange Online, Teams, or related Microsoft platforms.
• Moderate customer-facing technical support experience and experience supporting enterprise infrastructure and cloud environments.
• Exposure to network monitoring and management tools; understanding of networking concepts and protocols such as HTTP, TCP/IP, FTP/SFTP, SOAP, and REST.
• Understanding of XML, JSON, and RegEx; basic scripting or automation such as PowerShell is desirable.
• Good understanding of database and application support concepts; experience analyzing log files and conducting root-cause troubleshooting.
• Developing understanding of ITSM, CMDB, and ITIL processes; familiarity with incident, problem, change, and escalation management.
• Strong verbal and written customer service and communication skills; SaaS or managed-services support experience is desirable.

Academic qualifications and certification

• Bachelor’s degree or equivalent in Information Technology, Computer Science, or a related field.
• Relevant ITIL certification.