About the Role
Join a company that is renowned for its technical excellence and leading innovations. The Microsoft Engineer (L2) provides technical support and operational assistance across Microsoft technologies and enterprise platforms. This role is essential for supporting end users, troubleshooting incidents, assisting with service requests, and contributing to the stability and performance of Microsoft-based environments. Working closely with customers and internal teams, you will help resolve technical issues, support ongoing project delivery, and contribute to continuous service improvement.
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Key Responsibilities:
- Provides technical support to users and administrators across Microsoft technologies and enterprise platforms.
- Supports and contributes to the growth of best practices for the delivery of support services.
- Utilises Microsoft infrastructure, cloud, and troubleshooting skills to resolve technical issues and ensure service availability.
- Acts as a customer advocate, prioritising and managing assigned incidents, service requests, and escalations.
- Collaborates with operations, engineering, and project teams to improve support processes and accelerate issue resolution.
- Assists with system monitoring, maintenance activities, and service improvement initiatives.
- Maintains accurate documentation, knowledge articles, and operational records.
- Performs any other related tasks as required.
To Thrive in This Role, You Need to Have:
- Developing knowledge of Microsoft cloud and infrastructure technologies.
- Demonstrated ability to troubleshoot complex technical issues in enterprise environments.
- Working knowledge of Microsoft 365, Azure, Active Directory, Exchange Online, Teams, or related Microsoft technologies.
- Exposure to network monitoring and management tools.
- Developing understanding of networking concepts and protocols such as HTTP, TCP/IP, FTP/SFTP, SOAP, and REST.
- Developing understanding of XML, JSON, and Regular Expressions (RegEx).
- Basic understanding of scripting or automation concepts such as PowerShell is desirable.
- Good understanding of database and application support concepts.
- Developing understanding of ITSM, CMDB, and ITIL processes.
- Experience analysing log files and performing root cause troubleshooting.
- Familiarity with incident, problem, change, and escalation management processes.
- Strong customer service and communication skills, both verbal and written.
Academic Qualifications and Certifications:
- Bachelor’s degree or equivalent in Information Technology, Computer Science, or a related field.
- Relevant ITIL certification.
Required Experience:
- Moderate level experience in providing customer-facing technical support.
- Moderate level experience supporting Microsoft technologies such as Microsoft 365, Azure, Active Directory, Exchange Online, Teams, or related platforms.
- Moderate level experience supporting enterprise infrastructure and cloud environments.
- Experience providing SaaS or managed services support is desirable.
Workplace Type:
On-site Working
Equal Opportunity Employer
This organization is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.
