Microsoft Engineer (L2)

About the role

The Microsoft Engineer (L2) provides technical support and operational assistance across Microsoft technologies and enterprise platforms, helping end users and administrators resolve incidents and service requests.

Key responsibilities

• Provide technical support for Microsoft 365, Azure, Active Directory, Exchange Online, Teams and related platforms.
• Prioritise and manage incidents, service requests and escalations while acting as a customer advocate.
• Collaborate with operations, engineering and project teams to improve support processes.
• Assist with system monitoring, maintenance activities and service‑improvement initiatives.
• Maintain accurate documentation, knowledge articles and operational records.

Required profile

• Developing knowledge of Microsoft cloud and infrastructure technologies.
• Ability to troubleshoot complex technical issues in enterprise environments.
• Basic understanding of networking concepts and protocols such as HTTP, TCP/IP, FTP/SFTP, SOAP and REST.
• Familiarity with ITSM, CMDB and ITIL processes.
• Strong customer service and communication skills.

Required skills

• Microsoft 365, Azure, Active Directory, Exchange Online, Teams
• PowerShell scripting (basic)
• XML, JSON, Regular Expressions (RegEx)
• ITIL certification (or equivalent)
• Experience analysing log files and root‑cause troubleshooting