M365 Admin L1
Embee Software
Date: 3 weeks ago
City: Delhi, Delhi
Contract type: Full time
Job Summary
The L1 Support Engineer provides first-line technical support for Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and Azure Active Directory. This role focuses on resolving basic user issues, escalating complex problems, and ensuring excellent customer service.
Key Responsibilities
The L1 Support Engineer provides first-line technical support for Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and Azure Active Directory. This role focuses on resolving basic user issues, escalating complex problems, and ensuring excellent customer service.
Key Responsibilities
- Respond to support tickets for M365 services (Exchange Online, Teams, SharePoint Online, OneDrive, Azure AD).
- Troubleshoot basic issues like login problems, email delivery failures, and Teams connectivity.
- Assist with user account management in Azure AD (e.g., password resets, MFA setup, group memberships).
- Support Teams issues related to meetings, chat, and basic call functionality.
- Help users with OneDrive file access, sharing, and synchronization.
- Provide initial troubleshooting for SharePoint Online access and permissions.
- Document issues and resolutions in ticketing systems (e.g., ServiceNow, Zendesk).
- Escalate unresolved issues to L2 support with detailed notes.
- Follow ITIL processes and maintain SLA compliance.
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- 2-3 years of experience in IT support, preferably with M365 or cloud-based services.
- Basic knowledge of Azure AD, Exchange Online, Teams, SharePoint, and OneDrive.
- Familiarity with networking concepts (DNS, TCP/IP).
- Certifications like Microsoft 365 Fundamentals or ITIL Foundation are a plus.
- Strong communication and customer service skills.
- Problem-solving and analytical skills.
- Proficiency in ticketing and remote support tools.
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