M365 Support Engineer L3

Cloud Collab L3 - M365 Support Engineer

Core Responsibilities:

• Act as Subject Matter Expert (SME) for Exchange Online, Teams, SharePoint Online, OneDrive, and related workloads
• Own and resolve Tier-3 escalations, perform deep-dive troubleshooting, and implement permanent solutions
• Work with Microsoft Premier support for unresolved product bugs or service issues
• Design and implement advanced configurations, policies, and governance controls across the M365 stack
• Automate operational tasks using PowerShell and Graph API scripts
• Perform Root Cause Analysis (RCA) for major incidents and recurring problems
• Drive service improvements and contribute to knowledge base and SOP documentation

Technical Skills & Knowledge:

Exchange Online & Hybrid:

• Advanced mail flow, connectors, transport rules, compliance policies
• Troubleshooting hybrid mail flow, connectors, and relay setups
• Migrations: Cutover, Staged, Hybrid & PST import/export
• PowerShell scripting for mailbox and policy automation

Microsoft Teams (with Voice):

• Direct Routing, SBC configuration knowledge
• Teams Phone System, calling plan policies
• Teams Room Device support and troubleshooting
• Teams Admin Center & Call Analytics deep investigation

SharePoint Online / OneDrive for Business:

• Permissions model, term store, content search
• Sync and co-authoring issues
• Site lifecycle management and sharing controls

Azure Active Directory:

• Conditional Access, MFA, SSPR, Identity Protection
• Federation & SSO (ADFS, Azure AD Seamless SSO)
• Troubleshooting sync issues with Azure AD Connect / Cloud Sync
• Application registration and API permissions

Security & Compliance:

• Insider risk management, DLP, retention & sensitivity labels
• Defender for Office 365, Threat Explorer, email header analysis
• Compliance Manager, Audit, and eDiscovery (Standard & Premium)
• Integration with third-party SIEM/SOAR platforms (Splunk, Sentinel)

Scripting & Automation:

• Advanced PowerShell scripting, including scheduled automation tasks
• Experience with Graph API for M365 workloads
• Automation with Logic Apps, Power Automate (preferred)

Soft Skills:

• Ability to handle pressure during major incidents
• Strong documentation, mentoring, and knowledge-sharing mindset
• Client and stakeholder engagement, including executive-level communication
• Ability to guide junior engineers and L2 support team