L2 - Microsoft Products

Requirements

• Minimum 2–3 years of experience in Microsoft Infrastructure, Cloud Support, or Managed Services.
• Strong knowledge and hands-on experience in Microsoft 365, Active Directory/Microsoft Entra ID, and Exchange Online/Exchange Server.
• Knowledge and hands-on experience in SQL Server Clustering and High Availability.
• Knowledge and hands-on experience with Microsoft Power Platform, particularly Power Apps and Power Automate.
• Proficient in technical troubleshooting, root cause analysis, log analysis, and PowerShell scripting.
• Good understanding of basic networking concepts, including DNS, TCP/IP, firewall, ports, and network connectivity.
• Strong analytical, problem-solving, communication, interpersonal, and presentation skills.
• Able to communicate technical issues, findings, and solutions effectively to technical and non-technical stakeholders.
• Able to work independently and collaboratively in a managed service environment.
• Willing to handle incident, service request, troubleshooting, and escalation activities based on agreed SLA.

Key Responsibilities

• Provide L2 technical support and troubleshooting for Microsoft 365, Active Directory/Entra ID, Exchange, SQL Server Clustering, and Power Platform.
• Perform technical investigation, log analysis, root cause analysis, configuration, and issue resolution.
• Handle incidents and service requests in accordance with agreed SLA and operational procedures.
• Coordinate and escalate complex or unresolved issues to L3 support, vendors, or principals when required.
• Monitor and communicate incident status, findings, resolution, and next actions to customers and internal stakeholders.
• Provide technical consultation and recommendations based on customer requirements, system conditions, and identified issues.
• Proactively identify opportunities for system improvement, optimization, preventive actions, and implementation of Microsoft best practices.
• Identify potential technical risks and recommend appropriate preventive and corrective actions.
• Participate in technical discussions, troubleshooting sessions, and customer meetings when required.
• Create and maintain technical documentation, troubleshooting guides, incident reports, configuration records, and knowledge base articles.
• Perform knowledge sharing and technical mentoring for internal teams and/or customers as required.