Details:
Job Description
Part of Stefanini's Infrastructure Services division, the Digital Workplace Platform (DWP) team continues to grow, and we are seeking M365 L2 Engineer to perform technical support activities key to delivering Microsoft 365 Services to customers according to specific agreements with them.
This role operates under 24x7 rotating shifts schedule with 8 hours shifts.
Job Responsibilities
- Monitor and analyze Office 365 environments and services to maintain service quality in line with Stefanini values and client agreements.
- Collaborate with other support teams (Service Desk, Infrastructure, DevOps, etc.) to ensure seamless, end-to-end service delivery.
- Provide Level 2 technical support for Microsoft 365 services including:
- Exchange Online
- Microsoft Teams
- SharePoint Online
- OneDrive for Business
- Azure AD / Entra ID
- Report operational issues, risks, and concerns to operational or account management as needed.
- Perform advanced troubleshooting using Microsoft 365 admin portals, PowerShell, and diagnostic tools.
- Manage and troubleshoot:
- Mail flow and transport rules
- Teams policies and voice configurations
- SharePoint permissions and site issues
- Identity and authentication issues (MFA, Conditional Access, SSO)
- Ensure strict adherence to client-specific policies, practices, and procedures at all times.
- Maintain a continuous learning mindset, staying up to date with best practices and new developments in the industry.
- Contribute ideas to improve existing processes, tools, and team performance.
- Actively share knowledge, expertise, and best practices within the team to support growth and consistency.
- Assist team members during escalations or complex issues, promoting teamwork and knowledge transfer.
- Handle incidents, service requests, and problem records through the ticketing system in accordance with SLA and priority definitions.
- Regularly report on task progress, operational issues, and challenges to the line manager.
- Provide suggestions to optimize service delivery and operational processes.
Job Requirements
Details:
- Proficiency in English (spoken and written) is essential.
- Availability to work rotational 24/7 shifts.
- Experience working with Microsoft 365 Admin Center and related service portals.
- Understanding of Exchange Online administration (mailboxes, mail flow, distribution groups).
- Basic administration of Microsoft Teams policies and collaboration features.
- Familiarity with SharePoint Online / OneDrive permissions and sharing models.
- Understanding of Microsoft Entra ID (Azure AD) concepts such as:
- Identity management
- MFA
- Conditional Access (basic understanding).
- Experience working within ITSM frameworks (ITIL knowledge is a plus).
- Ability to manage incidents, service requests, and escalations through a ticketing system.
- Experience working with SLAs, priorities, and escalation procedures.
- Ability to troubleshoot Microsoft 365 service issues using logs, diagnostics tools, and PowerShell.
- Experience troubleshooting authentication and identity related issues (MFA, login failures, account synchronization, permissions).
- Familiarity with core technologies such as:
- Microsoft 365 / Office 365
- Active Directory
- Exchange
- Microsoft Teams
- Windows Server & Client OS
- DNS
- Mobile operating systems (iOS/Android).
- Strong analytical skills and a proactive, problem-solving mindset.
- Customer-oriented attitude with the ability to prioritize and manage tasks in a dynamic environment.
- Insight into Stefanini's business and service delivery models is a plus.
- Demonstrated ability to adapt and remain flexible in a fast-paced, changing environment.
- Certifications such as the following are considered an advantage:
- Microsoft MS-900 - Microsoft 365 Fundamentals
- Microsoft AZ-900 - Azure Fundamentals
- MS-900 - Security Compliance and Identity Fundamentals
- Optional but good:
- Experience supporting enterprise environments with large user bases.
- Experience providing remote troubleshooting and user support.
- MS-900 - Security Compliance and Identity Fundamentals
