- Tier 3/4 Microsoft Specialist Managed Services (MSP)
- Senior Escalation Engineer | Microsoft 365, Azure & Enterprise Infrastructure
- Job Title: Tier 3/4 Microsoft Specialist (MSP)
- Department: Managed IT Services
- Reports To: Sr. Operations Manager
- Work Mode: Onsite
- Employment Type: Full-Time
- Experience Level: 8+ years in MSP / enterprise IT support
- Proposed Designation: Sr. Administrator – Azure/Cloud
- Shift Primarily standard business hours, with rotational on-call for critical (P1) escalations

About the Role We are looking for an experienced Tier 3/4 Microsoft Specialist to join our Managed Services (MSP) delivery team. This role serves as the highest point of technical escalation for complex, business-critical issues across Microsoft 365, Azure, and on-premises Windows Server environments for multiple client accounts. The ideal candidate combines deep technical expertise with strong ownership, mentoring Tier 1/2 engineers, driving root-cause analysis, and acting as a trusted technical advisor to clients.

Key Responsibilities

- Serve as the final escalation point (Tier 3/4) for complex incidents and problems that Tier 1/2 teams are unable to resolve, across Microsoft 365, Azure, and Windows Server infrastructure.
- Design, implement, and support Microsoft 365 workloads including Exchange Online, SharePoint Online, Teams, OneDrive, and Microsoft Intune (Endpoint Manager).
- Administer and optimize Azure environments: Entra ID (Azure AD), Conditional Access, Azure Virtual Machines, networking (VNets, VPN/ExpressRoute), and Azure AD Connect / hybrid identity.
- Manage and troubleshoot on-premises Active Directory, Group Policy, DNS/DHCP, Windows Server (2016–2022), Hyper-V, and file/print services.
- Own root-cause analysis (RCA) for recurring or high-severity incidents and produce clear post-incident reports for clients and internal leadership.
- Lead or support migration and modernization projects (e.g., on-prem to Microsoft 365/Azure, tenant-to-tenant migrations,



server upgrades).
- Implement and maintain security and compliance controls using Microsoft Defender for Endpoint/Office 365, Microsoft Sentinel, Purview, and MFA/Conditional Access policies.
- Configure and monitor backup and disaster recovery solutions (e.g., Veeam, Datto, Azure Backup/Site Recovery) and participate in DR testing.
- Maintain and improve runbooks, SOPs, and knowledge-based articles; mentor and provide technical guidance to Tier 1/2 support engineers.
- Participate in a rotational on-call schedule to support critical (P1) client escalations outside business hours.
- Ensure adherence to SLAs, ticket quality, and documentation standards within the PSA/RMM tooling (e.g., ConnectWise, Autotask, Datto RMM, Ninja One).
- Collaborate with account managers and clients on technical roadmaps, capacity planning, and infrastructure health reviews (QBRs).

Required Skills & Experience

- 5–8+ years of progressive experience in IT infrastructure/support roles, with at least 2–3 years’ operating at a Tier 3/4 or senior engineer level within an MSP or similar multi-client environment.
- Solid, hands-on expertise across the Microsoft ecosystem: Microsoft 365 (Exchange Online, Teams, SharePoint, Intune), Azure (Entra ID, VMs, networking, AD Connect), and Windows Server / Active Directory.
- Proficiency with PowerShell scripting for automation, reporting, and troubleshooting.
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls) and virtualization technologies (Hyper-V and/or VMware).
- Experience with security tooling: Microsoft Defender suite,



Microsoft Sentinel/SIEM concepts, endpoint protection, and patch management.
- Working knowledge of backup/DR solutions and business continuity planning.
- Prior experience in an MSP environment supporting multiple clients/tenants simultaneously, with robust ticketing/PSA-RMM tool proficiency.
- Excellent troubleshooting, root-cause analysis, and documentation skills.
- Strong client-facing communication skills; ability to explain technical issues to non-technical stakeholders.
- Ability to mentor junior engineers and contribute to knowledge-sharing initiatives.

Preferred Certifications

- Microsoft Certified: Azure Solutions Architect (AZ-305) or Azure Administrator Associate (AZ-104)
- Microsoft 365 Certified: Administrator Expert (MS-102) or Enterprise Administrator Expert.
- Microsoft Certified: Identity and Access Administrator Associate (SC-300) or Security Administrator (SC-200).
- MCSE / MCSA (legacy) or equivalent Windows Server credentials.
- ITIL Foundation certification is a plus.

Education Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent practical experience).

Interactive Manpower Solutions PVT. LTD.

Client Required:

- Provide support to users and business areas across Microsoft 365 and Azure workload.
- Need someone with level 3, Level 4 for On prem for azure and server environment.
- Need to have 10 years of experience as senior engineer
- Manage incidents and service requests through a ticketing system

SupportandadministerM365 services including:

- Exchange Online
- SharePoint
- Microsoft Teams
- Intune
- OneDrive for Business
- Azure Servers

Work collaboratively within a hybrid, multi-location team Maintain clear and professional communication with stakeholders

Contribute to continuous improvement and knowledge sharing

Participate in an on-call roster (including holiday periods if required)

📌 Senior Administrator (Ahmedabad)
🏢 Interactive Manpower Solutions
📍 Ahmedabad