Job Description
Job Description L2 M365 Engineer (Exchange / Collaboration / Hybrid Support)
Role Overview
The L2 M365 Engineer is responsible for administration, support, and troubleshooting of Microsoft 365 services, including Exchange Online, Exchange On-Premises (Hybrid), Teams, SharePoint Online, OneDrive, and Azure AD (Entra ID).
This role focuses on incident resolution, service stability, user and mailbox management, mail flow troubleshooting, and collaboration platform support, ensuring minimal disruption to business communication and productivity.
Key Responsibilities
M365 Service Support (Core)
- Administer and support:
- Exchange Online (EXO)
- Microsoft Teams
- SharePoint Online & OneDrive
- Azure AD / Entra ID (user & group management)
- Handle day-to-day operations and service requests
Exchange (Online + On-Prem Hybrid)
- Support hybrid Exchange environments:
- Mailbox provisioning and migrations
- Hybrid mail flow (on-prem cloud)
- Manage:
- Mailboxes (user, shared, resource)
- Distribution lists and M365 groups
- Troubleshoot:
- Mail flow issues (delays, NDRs)
- Email delivery failures
- SMTP relay and connectors
Mail Flow & Security
- Configure and troubleshoot:
- Mail flow rules (transport rules)
- Connectors (inbound/outbound)
- Handle:
- Spam, phishing, and quarantine issues
- Email security policies (Defender for Office 365 basic level)
- Analyze message traces and logs
Microsoft Teams Support
- Support Teams functionality:
- User access and policies
- Meeting and calling issues
- Teams channel and collaboration issues
- Troubleshoot:
- Audio/video issues
- Connectivity and login issues
SharePoint & OneDrive Support
- Manage:
- Site access and permissions
- Document libraries and sharing settings
- Troubleshoot:
- Sync issues
- Access and sharing problems
- Storage and quota issues
Identity & Access Management (Entra ID)
- Manage:
- Users, groups, roles
- License assignment
- Support:
- MFA issues
- Conditional Access (basic troubleshooting)
- Troubleshoot authentication and SSO issues
Incident & Problem Management
- Act as L2 resolver for M365-related incidents
- Perform root cause analysis for recurring issues
- Escalate complex issues to L3/Microsoft support with proper diagnostics
Monitoring & Service Health
- Monitor:
- M365 Service Health Dashboard
- Exchange and Teams health metrics
- Identify and respond to service degradations
- Communicate outages and impact to stakeholders
Automation & Scripting
- Use PowerShell for:
- User and mailbox management
- Bulk operations and reporting
- Automate repetitive administrative tasks
Compliance & Governance Support
- Support:
- Retention policies (basic level)
- Mailbox audit/log requests
- Assist in audit and compliance activities
Documentation & Knowledge Management
- Maintain SOPs, KB articles, and runbooks
- Document troubleshooting steps and resolutions
Required Skills & Qualifications
Technical Skills (Core)
- Strong hands-on experience in:
- Exchange Online & Exchange On-Prem (Hybrid)
- Microsoft Teams administration
- SharePoint Online & OneDrive
- Good understanding of:
- Azure AD / Entra ID
- Mail flow concepts (SMTP, connectors)
Troubleshooting Skills
- Strong ability to troubleshoot:
- Mail flow issues (NDRs, delays)
- Hybrid connectivity issues
- Teams and collaboration issues
- Experience with:
- Message trace
- Exchange logs and diagnostics
Automation & Tools
- PowerShell (mandatory for L2 level)
- Experience with M365 admin portals and tools
Process Knowledge
- ITIL:
- Incident, Problem, Change Management
Soft Skills
- Strong communication (email issues require clear explanation)
- Analytical mindset (must correlate multiple systems in hybrid setup)
- Ability to work in high-impact environments
Experience & Education
- 36 years of experience in M365 / Exchange support
- Bachelor's degree in IT or related field
- Certifications (good to have):
- Microsoft 365 Fundamentals (MS-900)
- Exchange / M365 Administrator (MS-102)
Qualifications
Graduation
Range Of Year Experience-Min Year
3
Range Of Year Experience-Max Year
6
