About the role
We are looking for Microsoft 365 L1 Support Engineers to provide first-level technical support for Microsoft 365 applications, user accounts, email, collaboration tools and endpoint onboarding.
Key Responsibilities
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Provide L1 support for Exchange Online, Microsoft Teams, SharePoint Online and OneDrive.
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Perform user creation, password resets, licence assignment, group management and basic Microsoft Entra ID administration.
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Support Microsoft Intune onboarding and troubleshoot basic enrollment and device-related issues.
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Troubleshoot Outlook, mailbox access, email delivery, Teams login/calling and OneDrive synchronization issues.
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Handle basic shared mailbox, distribution list and user-access requests using approved processes.
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Log, track and resolve incidents and service requests within defined SLAs.
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Escalate complex issues to L2/L3 support teams with appropriate troubleshooting details.
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Maintain ticket documentation, knowledge-base articles and timely user updates.
Mandatory Skills
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Microsoft 365 / Office 365 support
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Exchange Online and Outlook troubleshooting
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Microsoft Teams and OneDrive support
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User creation, password resets and licence assignment
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Basic Microsoft Entra ID / Azure AD
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Microsoft Intune onboarding
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Ticketing, SLA management and escalation
Preferred Skills
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SharePoint Online
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Active Directory basics
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ITIL / IT service desk processes
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ServiceNow, Jira Service Management or similar ticketing tools