Level 2 IT Support Engineer – Azure, Intune & MS 365

SUMMARY

You will serve as an escalation point from Level 1 support and work closely with Level 3/architects on complex issues.

• Administer and manage Microsoft Intune / Microsoft Endpoint Manager (MEM)
• Enroll, configure, and manage Windows, macOS, iOS, and Android devices via Intune
• Create and deploy device compliance policies, configuration profiles, and conditional access policies
• Manage Autopilot deployments for zero-touch Windows provisioning
• Deploy and manage applications via Intune app deployment (Win32, MSI, LOB apps)
• Monitor device health, compliance status, and remediate non-compliant endpoints
• Manage BitLocker encryption policies and recovery keys via Intune
• Implement and manage Windows Update for Business / Update Rings

• Manage Azure Active Directory (Entra ID) — users, groups, roles, and licenses
• Configure and maintain Azure AD Conditional Access policies
• Manage Azure AD Join / Hybrid Azure AD Join environments
• Administer Multi-Factor Authentication (MFA) and Self-Service Password Reset (SSPR)
• Monitor Azure AD sign-in logs and audit logs for security anomalies
• Manage Azure AD Enterprise Applications and SSO integrations

• Administer Exchange Online — mailboxes, distribution groups, shared mailboxes, resource mailboxes
• Manage mail flow rules, connectors, and transport rules
• Configure and troubleshoot anti-spam, anti-phishing, and Safe Links/Attachments (Defender for O365)
• Handle email migrations, PST imports, and mailbox moves
• Manage Microsoft 365 licenses — assignment, reclamation, and optimization
• Administer Teams, SharePoint Online, and OneDrive at a support level
• Configure retention policies, eDiscovery, and compliance features in Microsoft Purview
• Troubleshoot Outlook connectivity issues (Autodiscover, modern auth, OAuth)
• Manage distribution lists, dynamic groups, and Microsoft 365 Groups

• Implement Zero Trust principles across device and identity management
• Configure Microsoft Defender for Endpoint policies via Intune
• Manage Data Loss Prevention (DLP) policies in M365
• Review and respond to Microsoft Secure Score recommendations
• Support Information Protection / sensitivity labels deployment

• Act as escalation point from Level 1 for Intune and M365-related issues
• Troubleshoot and resolve complex endpoint and identity issues within SLA
• Document solutions, runbooks, and KB articles for known issues
• Participate in change management and change advisory board (CAB) processes
• Provide root cause analysis (RCA) for recurring or critical incidents
• Mentor and guide Level 1 technicians

• 2–4 years of experience in IT support with at least 1–2 years hands-on with Intune and M365
• Strong knowledge of Microsoft Intune / Endpoint Manager
• Proficient in Exchange Online administration via Admin Center and PowerShell
• Solid understanding of Azure Active Directory / Entra ID
• Experience with Conditional Access, MFA, and identity security
• Familiarity with Windows Autopilot and device enrollment methods
• Working knowledge of PowerShell scripting for M365 and Azure AD automation
• Understanding of DNS, SMTP, MX records, SPF, DKIM, DMARC
• Experience with Microsoft 365 Admin Center, Exchange Admin Center, and Intune Admin Center
• Strong analytical and troubleshooting mindset
• Clear written and verbal communication in English
• Ability to work independently and manage multiple tickets/projects
• Customer-focused with a proactive attitude
• Team player with ability to mentor junior staff

• Microsoft certifications: MS-102, MD-102, AZ-104, SC-300
• Experience with Microsoft Defender for Endpoint / XDR
• Exposure to Microsoft Sentinel or SIEM tools
• Knowledge of ITIL framework (ITIL Foundation certified a plus)
• Experience with hybrid environments (on-prem AD + Azure AD Connect)
• Familiarity with Microsoft Purview compliance tools

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.