Summary: The L2 Engineer role primarily focuses on providing Level 2 support for Microsoft 365 applications and services, acting as the first escalation point for incidents and service requests that require resolution beyond Level 1 (L1) capabilities. This role ensures smooth troubleshooting, resolves technical issues, and enhances operational efficiency within the service team.

Responsibilities: Act as the primary resolution layer for incidents and service requests escalated from L1.

Resolve standard and moderately complex issues across Microsoft 365 workloads (e.g., Teams, SharePoint, OneDrive, Exchange Online).

Perform structured troubleshooting using runbooks, knowledge base articles, and admin tools.

Identify cases requiring L3 or Subject Matter Expert (SME) involvement and escalate with explicit technical context.

Deliver consistent, high-quality support aligned to Service Level Agreements (SLAs).

Monitor service health and operational queues, and proactively address recurring issues.

Create and improve knowledge base articles and troubleshooting guides.





Participate in problem management investigations and propose service improvements.

Communicate clearly with end-users and collaborate with other support levels.

Key Requirements: Hands-on experience supporting Microsoft 365 workloads.

Robust incident and service request handling skills using an ITSM tool.

Ability to troubleshoot common M365 issues.

Positive understanding of identity basics (Entra ID/Azure AD).

Experience following runbooks and SOPs.

Knowledge of ITIL/ITSM processes.

Nice to Have: Exposure to PowerShell for administration tasks.

Basic understanding of security and compliance features.

Experience with Intune/Endpoint management.

Familiarity with the Power Platform.

Microsoft certifications (e.g., MS-900, MD-102).

Other Details: This role involves working with Microsoft 365 solutions and may require collaboration with other support teams. Additional logistics and duration specifics will be provided during the interview process.

📌 Engineer – Microsoft 365 Pune
🏢 Emagine
📍 Pune