Tech Profuse Pvt. Ltd. is looking for a Microsoft 365 Technical Support Associate L1/L2 to provide technical support and administration for Microsoft 365, Exchange Online, Active Directory, and end-user systems. The role requires strong troubleshooting skills, SLA management, and effective communication with customers and internal technical teams.

Key Responsibilities
- Provide L1/L2 technical support for Microsoft 365, Outlook, Teams, OneDrive, and SharePoint.
- Troubleshoot Exchange Online/Hybrid Exchange, email flow, mailbox, SMTP, and Outlook issues.
- Create, modify, disable, and manage users in Active Directory and Microsoft Entra ID (Azure AD).
- Manage Microsoft 365 licenses, groups, permissions, shared mailboxes, and distribution lists.
- Perform password resets, account unlocks, MFA, and access-related troubleshooting.
- Troubleshoot VPN, Windows, printer, connectivity, and basic network issues.
- Monitor and resolve incidents/service requests within defined SLAs.
- Maintain accurate ticket updates and escalate complex issues to L2/L3 teams when required.




- Create and maintain SOPs, knowledge articles, and support documentation.
- Prepare regular support/ticket reports.
- Provide technical support to international customers through calls, tickets, and remote support.

Required Skills
- Hands-on experience with Microsoft 365 administration and troubleshooting.
- Valuable knowledge of Exchange Online and Active Directory.
- Basic/intermediate knowledge of Microsoft Entra ID (Azure AD).
- Experience with Microsoft 365 Admin Center and user/license management.
- Good understanding of SMTP, DNS, email, and basic networking.
- Experience with ticketing/ITSM tools and SLA-based support.
- Good communication and customer-handling skills.
- Strong troubleshooting and problem-solving ability.

Preferred candidate profile
- Bachelor's degree/diploma in IT, Computer Science, or related field.
- 13 years of experience in Microsoft 365, Technical Support, Service Desk, Hel

📌 Technical Support Associate (Hyderabad)
🏢 Tech Profuse
📍 Hyderabad