L2 Engineer – Microsoft 365 - RFP- 246275-1

Project Context

As an L2 support engineer, you will serve as the primary resolution layer for incidents and service requests escalated from L1 support. This role requires structured troubleshooting utilizing runbooks, knowledge base articles, and administrative tools. You will be responsible for identifying cases requiring L3 or SME involvement and escalating them with clear context and evidence.

Goals and Deliverables

Key Responsibilities

24 x 7 Support

1) L2 Escalation & Expert Support

• Act as the primary resolution layer for incidents and service requests escalated from L1.
• Resolve standard and moderately complex issues across Microsoft 365 workloads (Teams, SharePoint, OneDrive, Exchange Online, etc.).
• Perform structured troubleshooting using runbooks, knowledge base articles, and admin tools.
• Identify cases requiring L3 or SME involvement and escalate with clear technical context and evidence.
• Support major incidents by executing assigned technical tasks and user communications.

2) Operational Excellence

• Deliver consistent, high-quality support aligned to SLAs and operational procedures.
• Execute day-to-day operational tasks, standard changes, and service requests according to approved processes.
• Monitor service health and operational queues, taking action based on defined playbooks.
• Proactively identify recurring issues, knowledge gaps, and process inefficiencies and raise them to L3.
• Ensure accurate ticket documentation, categorization, and closure quality.

3) Knowledge, Standards & Incident Resolution Matrix

• Follow and apply platform standards, support procedures, and operational guardrails defined by L3 and SMEs.
• Contribute to the knowledge base by creating and improving articles, FAQs, and troubleshooting guides.
• Use and respect the incident resolution matrix (L1/L2/L3 boundaries and escalation paths).
• Ensure consistent and repeatable resolutions for common issues.
• Provide feedback on unclear procedures, missing documentation, or support gaps.

4) Problem Management & Service Improvements

• Participate in problem investigations by providing data, timelines, and technical findings.
• Identify recurring incidents and propose candidates for knowledge articles, automation, or process improvement.
• Implement approved operational improvements and small automations within defined scope.
• Support L3 in validating fixes and preventive actions.
• Contribute to continuous reduction of incident volume and resolution time.

5) Stakeholder & Platform Collaboration

• Act as a reliable operational contact for end users and business stakeholders.
• Work closely with L1, L3, and SMEs to ensure smooth handovers and escalations.
• Support change and release activities through testing, user validation, and readiness checks.
• Communicate clearly with users about incidents, requests, and resolutions.
• Represent Service Operations in day-to-day collaboration with platform and product teams.

Must-Have Skills & Experience

• Hands-on experience supporting Microsoft 365 end-user and business workloads, including:
• Teams (chat, meetings, basic policies, calling issues, client troubleshooting).
• SharePoint Online & OneDrive (access, sharing, sync, basic site issues).
• Exchange Online (mailboxes, mail flow basics, Outlook issues).
• Experience working in an L2 / IT support / service operations environment.
• Strong incident and service request handling skills using an ITSM tool.
• Ability to troubleshoot common M365 issues using:
• Admin portals, service health, and basic logs.
• Client-side troubleshooting (Windows/macOS, Office apps, Teams client, OneDrive sync client).
• Good understanding of identity basics (Entra ID / Azure AD users, groups, MFA basics, licensing).
• Experience following runbooks, SOPs, and knowledge base articles.
• Ability to perform standard changes (user provisioning, access changes, basic policy updates) under defined procedures.
• Good understanding of ITIL / ITSM processes (Incident, Request, Change, Knowledge).
• Ability to clearly document incidents, resolutions, and handovers.

Nice-to-Have Skills

• Exposure to PowerShell for basic admin tasks and reporting.
• Basic understanding of security & compliance features (DLP, retention, sensitivity labels — at a user-impact level).
• Experience with Intune / Endpoint for Office, Teams, and OneDrive client issues.
• Familiarity with Power Platform (Power Automate flows tied to SharePoint/Teams).
• Experience supporting hybrid environments (on-prem AD, hybrid Exchange, AAD Connect concepts).
• Any Microsoft certifications (e.g., MS-900, MD-102, MS-102 foundation-level).

Soft Skills & Ways of Working

• Strong customer-service mindset — patient, clear, and user-focused.
• Good problem-solving skills within defined procedures and escalation paths.
• Knows when to escalate early and with good quality information.
• Clear and structured communication (tickets, chats, emails, handovers).
• Comfortable working in a process-driven, SLA-based environment.
• Good time management and prioritization in a ticket-driven workload.
• Willingness to learn and grow across the M365 stack.
• Team player who collaborates well with L1, L3, SMEs, and Platform teams.
• Reliable and consistent — does the basics well, every day.