Senior System Engineer

Job Description

Job Description

Job Description – L2 M365 Engineer (Exchange / Collaboration / Hybrid Support)

Role Overview

The L2 M365 Engineer is responsible for administration, support, and troubleshooting of Microsoft 365 services, including Exchange Online, Exchange On-Premises (Hybrid), Teams, SharePoint Online, OneDrive, and Azure AD (Entra ID).

This role focuses on incident resolution, service stability, user and mailbox management, mail flow troubleshooting, and collaboration platform support, ensuring minimal disruption to business communication and productivity.

Key Responsibilities

• Administer and support:
• Exchange Online (EXO)
• Microsoft Teams
• SharePoint Online & OneDrive
• Azure AD / Entra ID (user & group management)
• Handle day-to-day operations and service requests

• Support hybrid Exchange environments:
• Mailbox provisioning and migrations
• Hybrid mail flow (on-prem ↔ cloud)
• Manage:
• Mailboxes (user, shared, resource)
• Distribution lists and M365 groups
• Troubleshoot:
• Mail flow issues (delays, NDRs)
• Email delivery failures
• SMTP relay and connectors

• Configure and troubleshoot:
• Mail flow rules (transport rules)
• Connectors (inbound/outbound)
• Handle:
• Spam, phishing, and quarantine issues
• Email security policies (Defender for Office 365 – basic level)
• Analyze message traces and logs

• Support Teams functionality:
• User access and policies
• Meeting and calling issues
• Teams channel and collaboration issues
• Troubleshoot:
• Audio/video issues
• Connectivity and login issues

• Manage:
• Site access and permissions
• Document libraries and sharing settings
• Troubleshoot:
• Sync issues
• Access and sharing problems
• Storage and quota issues

• Manage:
• Users, groups, roles
• License assignment
• Support:
• MFA issues
• Conditional Access (basic troubleshooting)
• Troubleshoot authentication and SSO issues

• Act as L2 resolver for M365-related incidents
• Perform root cause analysis for recurring issues
• Escalate complex issues to L3/Microsoft support with proper diagnostics

• Monitor:
• M365 Service Health Dashboard
• Exchange and Teams health metrics
• Identify and respond to service degradations
• Communicate outages and impact to stakeholders

• Use PowerShell for:
• User and mailbox management
• Bulk operations and reporting
• Automate repetitive administrative tasks

• Support:
• Retention policies (basic level)
• Mailbox audit/log requests
• Assist in audit and compliance activities

• Maintain SOPs, KB articles, and runbooks
• Document troubleshooting steps and resolutions

Required Skills & Qualifications

• Strong hands-on experience in:
• Exchange Online & Exchange On-Prem (Hybrid)
• Microsoft Teams administration
• SharePoint Online & OneDrive
• Good understanding of:
• Azure AD / Entra ID
• Mail flow concepts (SMTP, connectors)

• Strong ability to troubleshoot:
• Mail flow issues (NDRs, delays)
• Hybrid connectivity issues
• Teams and collaboration issues
• Experience with:
• Message trace
• Exchange logs and diagnostics

• PowerShell (mandatory for L2 level)
• Experience with M365 admin portals and tools

• ITIL:
• Incident, Problem, Change Management

• Strong communication (email issues require clear explanation)
• Analytical mindset (must correlate multiple systems in hybrid setup)
• Ability to work in high-impact environments

• 3–6 years of experience in M365 / Exchange support
• Bachelor's degree in IT or related field
• Certifications (good to have):
• Microsoft 365 Fundamentals (MS-900)
• Exchange / M365 Administrator (MS-102)

Qualifications

Graduation

Range Of Year Experience-Min Year

3

Range Of Year Experience-Max Year

6