Level 2-3 Microsoft 365/Entra Technical Support Engineer

Level 2–3 Microsoft 365 & Microsoft Entra Technical Support Engineer

About the Role

We are seeking an experienced and customer-focused Level 2–3 Microsoft 365 & Microsoft Entra Technical Support Engineer to join our growing technical team. This role is ideal for someone with strong Microsoft 365 administration experience who enjoys troubleshooting complex issues, implementing best practices, and supporting small to medium-sized business clients.

You will be responsible for providing advanced technical support, administering Microsoft 365 environments, managing Microsoft Entra ID, and assisting with escalations from our Level 1 support team. The ideal candidate is proactive, detail-oriented, and passionate about delivering exceptional customer service.

Key Responsibilities

• Administer and support Microsoft 365 environments
• Manage Exchange Online mailboxes and shared mailboxes
• Configure and troubleshoot Outlook, Outlook Web App, and Exchange connectivity
• Create and manage distribution groups, Microsoft 365 Groups, and shared mailboxes
• Administer SharePoint Online sites and permissions
• Support Microsoft Teams configuration and troubleshooting
• Manage OneDrive for Business
• Configure Microsoft 365 licensing
• Perform tenant administration and health monitoring
• Assist with Microsoft 365 migrations and onboarding projects
• Configure security policies and compliance settings
• Troubleshoot mail flow, spam filtering, and message trace issues

• Administer Microsoft Entra ID users and groups
• Manage user lifecycle including onboarding, offboarding, and account maintenance
• Configure and troubleshoot Multi-Factor Authentication (MFA)
• Implement and support Conditional Access policies
• Manage password resets and Self-Service Password Reset (SSPR)
• Configure authentication methods and security defaults
• Troubleshoot identity and authentication issues
• Manage enterprise applications and app registrations
• Configure role-based access control (RBAC)
• Support hybrid identity environments with Azure AD Connect (where applicable)

• Provide Level 2–3 remote technical support
• Investigate and resolve escalated incidents
• Diagnose complex Microsoft 365 and identity-related issues
• Perform root cause analysis
• Escalate vendor-related issues to Microsoft where required
• Maintain accurate documentation of incidents and resolutions
• Create and update technical knowledge base articles
• Work collaboratively with Level 1 technicians and project engineers

• Assist clients with Microsoft security recommendations
• Monitor Microsoft Secure Score
• Support Microsoft Defender for Office 365
• Configure email security including SPF, DKIM, and DMARC
• Identify potential security risks and recommend improvements
• Ensure Microsoft 365 environments follow industry best practices

• Minimum 3 years' experience supporting Microsoft 365 environments
• Strong knowledge of Microsoft Entra ID (formerly Azure Active Directory)
• Experience administering:
• Exchange Online
• SharePoint Online
• Microsoft Teams
• OneDrive for Business
• Experience managing Microsoft 365 licensing
• Strong understanding of Microsoft 365 administration portals
• Experience configuring and troubleshooting MFA
• Experience with Conditional Access
• Knowledge of Microsoft Defender
• Understanding of DNS records including:
• MX
• SPF
• DKIM
• DMARC
• Autodiscover
• Experience with PowerShell for Microsoft 365 administration (desirable)
• Experience working in an MSP environment (highly desirable)
• Excellent troubleshooting and analytical skills
• Strong written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment

• Microsoft Certified: Endpoint Administrator Associate
• Microsoft Certified: Identity and Access Administrator Associate
• Microsoft 365 Certified: Administrator Expert
• Azure Fundamentals (AZ-900)
• Microsoft 365 Fundamentals (MS-900)
• ITIL Foundation Certification

• Strong customer service mindset
• Excellent communication skills
• Positive attitude and willingness to learn
• Highly organised and detail-oriented
• Ability to work independently and within a team
• Professional and dependable
• Strong time management skills
• Ability to perform under pressure

• Supporting Australian business clients remotely
• Resolving Microsoft 365 and Microsoft Entra issues
• Managing user accounts and security configurations
• Assisting with tenant administration and migrations
• Collaborating with internal technical teams
• Delivering exceptional customer service while meeting service level agreements (SLAs)

• Microsoft 365 Admin Center
• Microsoft Entra Admin Center
• Exchange Admin Center
• SharePoint Admin Center
• Microsoft Teams Admin Center
• Microsoft Intune
• Microsoft Defender
• Windows 10/11
• Windows Server
• DNS Management
• Active Directory
• Azure AD Connect
• Remote support tools
• Ticketing systems such as Autotask, ConnectWise, HaloPSA, or similar
• PowerShell

• Work with a supportive and collaborative team
• HMO provided upon completion of probation period
• Guaranteed pay review after probation based on performance after probation
• Bonuses in addittion to pay review based on performace
• Exposure to a wide variety of Microsoft cloud technologies
• Ongoing professional development and Microsoft certification opportunities
• Opportunity to work with diverse Australian businesses on a Dayshift