Senior Technical Support Engineer

Job Title: Senior Technical Support Engineer

Job Purpose:

The Office 365 L3 Engineer is a senior technical resource responsible for architecting, administering, and optimizing Microsoft 365 services, including Exchange Online, Exchange On‑Premises, Teams, SharePoint, OneDrive, Intune, and Azure Active Directory. The role provides Tier‑3 escalation support, leads complex troubleshooting, drives modernization initiatives, leads migrations, and ensures secure, resilient, and high‑performing hybrid email environments. This position acts as a technical SME (Subject Matter Expert) and works closely with architecture, security, and operations teams to design and implement enterprise‑grade M365 solutions

Qualification: Graduation

Certification:

• Microsoft Certifications:  

• MS‑102: Microsoft 365 Administrator

• MS‑700: Teams Administrator Associate

• AZ‑104: Azure Administrator

• Exchange Server certification (legacy)

Experience: 8 - 10 Years

Responsibilities:

Advanced Office 365 & Exchange Administration

• Architect, configure, and support end‑to‑end administration of Office 365 services.

• Manage and optimize hybrid Exchange environments (Exchange Online + Exchange Server 2013/2016/2019).

• Oversee hybrid connectivity including Hybrid Configuration Wizard (HCW), OAuth, connectors, federation, and mail flow.

• Perform advanced troubleshooting across all M365 workloads.

• Lead O365 service configuration including:  

1. Mail flow & transport routing
2. Mobile device management via Intune
3. SharePoint/OneDrive governance
4. Teams collaboration & telephony features
5. Azure AD identity and access management

L3 Escalations & Complex Issue Resolution

Handle top‑tier escalations across:

• Exchange On‑Prem mail queues, transport pipelines, DAG replication, and database issues.

• Outlook/Autodiscover modern authentication issues.

• Hybrid mail flow breakdowns and OAuth trust failures.

• M365 identity issues: SSO, MFA, AAD Connect, Sync errors, Conditional Access.

• Advanced Teams issues (policy conflicts, call flow, SBC integration).

• SharePoint Online structural and permission escalations.

• OneDrive sync, large‑scale permission restorations & data recoveries.

• Perform deep diagnostic analysis using:  

• Message Trace, MFCMAPI, EXRCA tests

• Azure AD Sign‑in logs

• Network traces (Fiddler/Wireshark)

• DIG, Nslookup for DNS issues

Monitoring, Optimization & Problem Management

• Proactively monitor Office 365 and Exchange servers, message queues, and service health dashboards.

• Perform root cause analysis (RCA) and provide long‑term remediation plans.

• Optimize hybrid configurations, connectors, and performance bottlenecks.

• Automate routine tasks and monitoring using PowerShell scripting.

Security, Governance & Compliance Leadership

Drive implementation of advanced M365 security measures:

• Conditional Access & Identity Protection

• Microsoft Defender for Office 365 (Safe Links, Safe Attachments)

• DKIM, DMARC, SPF & advanced email authentication

• DLP, retention labels, retention policies & eDiscovery

• Exchange Online Protection (EOP) & anti‑spam tuning

• Audit log review and compliance reporting

Ensure alignment with industry compliance (ISO, NIST, GDPR, etc.).

Migrations, Upgrades & Enterprise Projects

• Lead full‑scale migrations:  

1. Exchange On‑Prem → Exchange Online (hybrid, staged, cutover)
2. Tenant‑to‑Tenant migrations
3. Legacy system modernization (Lotus Notes, older Exchange versions)

• Drive Teams adoption, telephony integrations, and governance.

• Participate in architecture and roadmap planning with leadership.

• Coordinate with other teams on cross‑platform integrations.

Technical Leadership & Documentation

• Mentor L1/L2 teams; serve as the technical SME.

• Conduct knowledge transfer sessions and build runbooks.

• Create architecture diagrams, SOPs, and configuration baselines.

• Review and approve change requests as a senior authority.

Mandatory:

• Deep expertise in:  

1. Exchange Server (2013/2016/2019)
2. Exchange Online
3. Hybrid topologies & coexistence
4. Mail flow, transport logs, connectors
5. Azure Active Directory & identity management
6. Modern authentication, OAuth, SSO

• Advanced PowerShell proficiency (Exchange Online, MS Graph).

• Strong troubleshooting experience across:  

1. Teams & Teams Voice
2. SharePoint Online & OneDrive
3. Intune & MDM/MAM
4. AAD Connect (sync issues, identity conflicts)

• Extensive experience managing backups & recovery tools.

• Strong understanding of network concepts, DNS, email security.

• Experience coordinating large‑scale migrations and enterprise projects.

• Solid grasp of ITIL principles (Incident, Change, Problem).

• Strong troubleshooting skills for hybrid and cloud-based M365 systems.

• Familiarity with ITIL processes (Incident, Change, Problem management).

• Excellent communication and documentation skills.

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