About the role
Technical Delivery
Second Level operational support for Microsoft 365 within clearly defined boundaries:
M365 Second Level Support
- Incident and service request handling
- Analysis of user issues (authentication, access, permissions)
- Troubleshooting in Teams, SharePoint, OneDrive, Outlook
- Documentation and structured escalation
- Execution of standard changes based on approved runbooks
Security / Defender – Triage & Basic Response
- Participate in global support reviews
- Work within agile delivery models (Kanban / Scrum)
- Review and triage of alerts and incidents
- Prioritization and classification
- Incident documentation and assignment
- Analysis of risky sign-ins
- Execution of predefined immediate actions (e.g. password reset, MFA reset, session revoke)
SharePoint / Teams Support
SharePoint
- Permission analysis
- Structure validation
- Management of SharePoint groups
- Support for minor configuration adjustments
Teams
- Management of team memberships and channels
- Permission analysis
- Review of apps and policies (read-only)
- Teams Rooms health checks
- Device assignment verification
- Teams Phone Component Monitoring
Teams Telephony (Operational Support)
- Assignment of phone numbers
- Troubleshooting call-related issues
- Voicemail and call forwarding adjustments
- Delegation and call group configuration
- Analysis of CQD and call logs
- Verification of Operator Connect and Direct Routing status
Identity / Entra ID
- User management
- Group management (non-privileged groups)
- Password and MFA reset
- Sign-in log analysis
- Session revoke actions
- Read-only Conditional Access impact analysis
Enterprise Apps / App Registrations
- Creation of app registrations
- Management of application owners
- Creation and renewal of secrets
- Certificate management (upload/renewal)
- Maintenance of redirect URIs
- Troubleshooting authentication issues
- Sign-in log analysis
Power Platform
- Troubleshooting of apps and flows
- Log analysis
- Review of sandbox environments
Exchange Online
- Message trace and mail flow analysis
- NDR analysis
- Quarantine review (read-only)
- Shared mailbox management
- Distribution group management
- Alias and SMTP address maintenance
- Mailbox permission management
- Mobile device removal
- Forwarding and out-of-office analysis
Copilot (Support & Analysis)
- Troubleshooting Copilot-related issues
- License status verification (read-only)
- Access issue analysis
- Review of agent logs
- Client-side troubleshooting
- Usage metrics review
Labels (Sensitivity & Retention)
- Analysis of labeling issues
- Troubleshooting encryption-related problems
- Retention behavior analysis
- Client-side label error investigation
Audit & Monitoring
- Unified Audit Log analysis
- Service activity log review (M365 services)
- Teams call log analysis
- Use of logs for incident investigation
- Documentation and escalation
Collaboration Services
M365 Groups
- Member and owner management
- Group structure analysis
- Teams ↔ M365 Group relationship checks
Planner / Loop / Search
- Permission issue analysis
- Sync issue troubleshooting
- Search and indexing issue analysis