Technical Associate - Service Desk Support L2 (O365 %26 Intune)

Inviting applications for the role of Senior Associate - Service Desk Support L2 (O365 & Intune)

Responsibilities

Service Desk L2

O365

• Manage users and licenses in Microsoft 365 Admin Center

• Administer Exchange Online (mailboxes, permissions, mail flow)

• Manage Teams (policies, meetings, external access)

• Handle SharePoint & OneDrive access and sharing settings

• Configure security & compliance (MFA, Conditional Access, DLP)

• Troubleshoot email, Teams, and login issues

• Manage groups and distribution lists

• Monitor service health and resolve issues

Intune

• Manage device enrollment and configuration (Windows, iOS, Android, macOS)

• Deploy and manage applications (Win32, MSI, Store apps)

• Create and enforce compliance policies and Conditional Access

• Configure security settings (BitLocker, Defender, Firewall)

• Manage configuration profiles and device restrictions

• Monitor devices using Endpoint Analytics

• Troubleshoot apps, policy, and device issues using logs

• Work with Azure AD groups and RBAC

• Use PowerShell scripts and automation for deployments

• MAM Policy creation and management.

• Handle escalated tickets from L1 support with deeper troubleshooting

• Diagnoses and resolve:

• OS-level issues (boot errors, performance issues, crashes)

• Application conflicts and software installation failures.

• Manage and support Active Directory issues beyond basic resets advanced troubleshooting

• Coordinate with Network and Security teams for complex incidents

Qualifications we seek in you!

Minimum Qualifications

• College diploma or university degree in the field of computer science.

• Good year of exp with Office 365 and Intune (Endpoint) experience and support in a corporate environment.

Preferred Qualifications/ Skills

• Strong knowledge of Windows 10/11 OS installation, configuration, and troubleshooting

• Knowledge in iOS and MacOS Support.

• Basic scripting (PowerShell)

• Experience with Microsoft Intune and Azure (Entra ID)

• Hardware troubleshooting of laptops(Win/MacOs), iPads, iPhone

• Active Directory: User account management, password resets, group policies

• Microsoft 365 / Office 365 support: Outlook, Teams, OneDrive, SharePoint, Exchange,

• Good documentation and communication skills

• Familiar with ITIL framework.

• Knowledge of installation and troubleshooting of the following software suites: Adobe, Microsoft Office and other productivity suites.

• Expertise in Active Directory administration, including creation of domain/exchange accounts.

• Excellent troubleshooting skills.

• Good interpersonal skills, ability to communicate effectively and attention to customer service.

• Ability to work effectively in a fast-paced environment.

• Ability to work in flexible hours based on business demands - and on-call support in off business hours and on weekends, as necessary.