L2- M365 & Windows Support Engineer

Required Qualifications

• Experience: 5 to 8 years of technical support experience in an enterprise or MSP environment with a focus on Microsoft 365 and Windows endpoint/server platforms.
• Technical Skills:
• Strong working knowledge of Microsoft 365 admin centers (Exchange Online, Teams, SharePoint Online, OneDrive)
• Hands-on experience with Windows Server administration, Intune/SCCM device management, and Windows Defender endpoint security
• Solid troubleshooting of identity issues (Microsoft Entra ID, MFA, conditional access) and Windows endpoint security fundamentals
• Communication: Clear and professional verbal and written communication skills.
• Ticket Management: Experience working within a ticketing system and adhering to SLAs.
• Team Player: Willingness to learn, collaborate with others, and grow within the team.

Preferred Qualifications

• Microsoft MS-102, MD-102, or MS-900 certification (or working toward it)
• Experience with PowerShell for M365/Windows administration and scripting
• Knowledge of hybrid identity environments and Active Directory synchronization (e.g., Entra Connect)
• Familiarity with change management and ITSM frameworks such as ITIL

Additional Information

• Must be able to work in a 24/7 environment with rotating shifts or on-call support schedule.
• Opportunities for professional growth through training and certification support
• Involvement in process improvement initiatives and team coordination activities

LI-RB1

Why WWT?

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC) - a collaborative ecosystem featuring state-of-the-art hardware and software - WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture—grounded in core values and leadership philosophies—has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all.

WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.

“WWT has grown in India over the last few years to 300+ employees, increasing its footprints in major cities including Mumbai, Bengaluru, Hyderabad, Gurgaon & Pune. WWT India is ranked 3rd by Great Place to Work® for 2026 in mid-sized category and in Top 25 by India’s Best Workplaces for Culture of Innovation 2025”

Role Overview-

We are seeking a Tier 2 M365 & Windows Endpoint Support Engineer to join our Day 2 Operations team. In this role, you will provide intermediate-level technical support focused on Microsoft 365 and Windows endpoint/server environments, covering incident resolution, service requests, and proactive monitoring. You will work closely with Tier 1 support, senior engineers, and vendor support teams to ensure timely issue resolution and excellent customer service.

This role requires hands-on experience in troubleshooting and supporting Microsoft 365 platforms and Windows endpoint/server environments (Exchange, Teams, SharePoint, OneDrive, Intune, SCCM, Windows Defender, Windows Server), along with strong communication and documentation skills. Candidates should be customer-focused, detail-oriented, and capable of handling moderately complex issues independently while escalating advanced problems as needed.

Key Responsibilities

• Incident Resolution: Investigate and resolve moderately complex support tickets involving Microsoft 365 and Windows endpoint/server environments within defined SLAs.
• Service Requests: Fulfill standard service requests, including user provisioning, license assignments, mailbox configurations, group management, and access permissions.
• System Monitoring & Alerts: Monitor Microsoft 365 and Windows endpoint/server environments using tools and dashboards. Respond to alerts and warnings by taking corrective action or escalating to Tier 3.
• Microsoft 365 & Windows Endpoint Support: Handle common support tasks in Exchange Online, Teams, OneDrive, and SharePoint Online, plus Windows Server, Intune, SCCM, and Windows Defender endpoint management. Includes troubleshooting mail flow, Teams access, device compliance, and collaboration issues.
• Identity & Access Support: Provide working-level support for Microsoft Entra ID (Azure AD), including user/group provisioning, MFA, conditional access basics, and password/access troubleshooting.
• Documentation: Record troubleshooting steps, resolutions, and workarounds in the ticketing system and internal knowledge base to aid future issue resolution.
• Microsoft Ticket Management: Open and manage Microsoft support tickets, ensuring accurate feedback and case number tracking for efficient case management.
• Queue Management: Manage ticket queues, handle low-hanging fruit tickets, and distribute tickets equally among team members to ensure efficient workflow.
• Daily Ticket Review: Conduct daily reviews of cases to ensure ticket compliance (correct ticket state, correct CIs, Attributes, OEM ticket number) and updates are maintained.
• P1 Case Management: Assist in managing critical P1 cases, including escalations and providing case updates on technical work.
• Customer Interaction: Communicate with customers to gather information, provide updates, and guide them through resolution steps in a professional and timely manner.
• Collaboration: Work closely with Tier 1 engineers for knowledge transfer and assist with technical escalations. Collaborate with Tier 3 engineers for guidance and issue escalation.
• ITIL Compliance: Follow standard ITIL-based processes for incident and change management, maintaining clear and accurate ticket records.
• Training & Development: Participate in training programs and contribute to the development of new team members.