The L1 Microsoft 365 / Azure Support Engineer is a frontline support role responsible for providing first-level technical assistance to a US-based client setting. The role focuses on excellent communication, accurate ticket handling, and timely resolution of common Microsoft 365, Intune, and Azure-related issues.
This position is customer-facing, operates in a US business hours or overlap model, and serves as the first escalation point from the service desk while collaborating closely with L2 and L3 teams.
Key Responsibilities
End User Support & Communication
- Provide first-line support to US-based users via:
- Ticketing tools
- Email
- Chat
- Phone calls
- Demonstrate strong verbal and written communication aligned with US business standards
- Acknowledge, log, and prioritize incidents and service requests accurately
- Provide clear updates to users and maintain SLA compliance
- Escalate issues appropriately with detailed troubleshooting notes
Help Desk / Ticket Management
- Manage incidents and service requests using ITSM tools (ServiceNow, Freshservice, Jira, etc.)
- Categorize, prioritize, and route tickets correctly
- Follow standard operating procedures (SOPs) and knowledge articles
- Ensure complete documentation of
- Issue description
- Troubleshooting steps
- Resolution or escalation details
- Participate in shift handovers and queue management
Microsoft 365 L1 Support
- Support common Microsoft 365 issues related to:
- Outlook connectivity and mail access
- OneDrive sync issues
- Teams login, calling, and meeting problems
- Basic SharePoint Online access issues
- Perform user and license management tasks under approved procedures
- Monitor Microsoft 365 Service Health and raise incidents when required
- Escalate advanced tenant-level or configuration issues to L2/L3
Microsoft Intune L1 Support
- Assist users with:
- Device enrollment issues
- Intune Company Portal access
- Basic compliance status checks
- Validate device registration and user authentication
- Perform initial troubleshooting for policy application issues
- Collect logs and diagnostics for escalation
Azure Basic Administration Support
- Provide L1 support for Azure-related access and usage issues
- Verify user permissions and access requests (no design or provisioning changes)
- Monitor Azure alerts and escalate system issues
- Assist with guided troubleshooting based on runbooks
Infrastructure as Code (IaC) – Awareness Level
- Understand the basics of Infrastructure as Code concepts
- Support monitoring of IaC deployments (read-only / execution status)
- Report pipeline failures to L2/L3 with relevant logs
- Follow change and deployment schedules
Data Migration Support (File Server to SharePoint Online)
- Provide L1 support during and after migration activities
- Assist users with
- File access validation
- Sync issues
- Permission-related queries
- Log and escalate structural or data integrity issues
- Support user communication during migration windows
Zero Trust & Modern Access – Foundational Knowledge
- Understand basic Zero Trust principles:
- Identity-first authentication
- MFA enforcement
- Device trust
- Assist users with MFA setup and login issues
- Support basic troubleshooting of access blocks due to Conditional Access
- Escalate policy or architectural issues to L2/L3
Observability & Tenant Health – L1 Monitoring
- Monitor dashboards for:
- Microsoft 365 Service Health
- Azure alerts
- Intune device status
- Report service degradation and outages promptly
- Collect logs and timestamps for escalation
- Support periodic tenant health reporting with data collection
Operational Responsibilities
- Adhere to ITIL-based incident, problem, and change processes
- Follow security, compliance, and access management policies
- Maintain high customer satisfaction (CSAT)
- Participate in shift rotations and on-call schedules as required
- Continuously update knowledge base articles
Required Skills & Experience
- Experience in IT Service Desk / Support role
- Experience supporting Microsoft 365 in an enterprise environment
- Basic knowledge of Intune and Azure
- Familiarity with ticketing systems and SLA-based support
- Strong verbal and written communication (US client-facing)
- Ability to work in US time zone or overlap shifts