2nd line/3rd line support engineer

Role Summary

We’re looking for an experienced 2nd / 3rd Line Support Engineer with a strong focus on the Microsoft 365 stack to support, maintain, and improve our customers’ modern workplace environments. You’ll act as an escalation point for complex issues, take ownership of incidents and problems, and play a key role in improving reliability, security, and user experience across M365 services.

Administer and support

• Microsoft Entra ID (Azure AD)
• Exchange Online
• SharePoint Online & OneDrive
• Microsoft Teams
• Intune
• Manage user lifecycle, licensing, and access control
• Implement and maintain Conditional Access and security policies
• Security & Compliance

Solid understanding of

• Identity and access management
• Microsoft Entra ID / Azure AD
• Exchange Online mail flow and security
• Experience troubleshooting Windows 10/11 and modern workplace setups
• Confident working with PowerShell for administration and troubleshooting
• Excellent problem-solving and communication skills
• Experience with Intune device management (Windows, mobile devices)
• Knowledge of Azure (IaaS / PaaS basics)

Responsibilities

• Support & Escalation
• Act as 2nd / 3rd line escalation for M365-related incidents and service requests
• Troubleshoot complex issues across Microsoft 365 services, including identity, security, and collaboration
• Perform root cause analysis and implement permanent fixes
• Microsoft 365 Management

Support and enhance M365 security posture, including

• MFA, Conditional Access, Identity Protection Microsoft Defender (for Office 365, Endpoint, Identity, where applicable)
• Assist with compliance features such as retention policies, DLP, and eDiscovery
• Identify risks and recommend improvements aligned with best practice

Requirements

• Essential
• Proven experience in a 2nd or 3rd line support role
• Strong hands-on experience with the Microsoft 365 ecosystem

Desirable

• Experience in an MSP or multi-tenant environment
• Microsoft certifications
• Familiarity with backup, archiving, or third-party M365 tools