Job title: Messaging & Collaboration Specialist II

Department: Information Technology - Messaging & Collaboration

Reports to: Manager, Messaging & Collaboration

Location: Noida /Hybrid

Schedule: EST hours, Rotational shifts and occasional on-call support, as required

Position Summary:

Messaging & Collaboration Support Engineer provides operational support for enterprise messaging, identity, and collaboration services. The role supports Microsoft 365 and related platforms, resolves incidents and service requests, performs approved administrative tasks, and helps maintain secure, reliable services for end users. The position may be filled at Level 2 based on the candidate's experience, technical depth, and ability to work independently.

Key Responsibilities:

Microsoft 365 Support and Administration-

- Provide L2 support for Exchange Online, Microsoft Teams, Share Point Online, One Drive for Business, and Microsoft 365 applications.
- Use Microsoft 365, Exchange, Teams, Share Point, and Entra administration portals to investigate and resolve service issues.
- Monitor Microsoft 365 service health and communicate incidents, advisories, user impact, and restoration updates to stakeholders.
- Identity, Access, and Security
- Support user, group, license, authentication, MFA, guest-access, and Conditional Access troubleshooting in Microsoft Entra ID, following approved procedures.
- Review sign-in, audit, message-trace, and administrative logs to support incident investigation and access validation.
- Assist with suspected account-compromise, phishing, spam, and unauthorized-access cases, and escalate security incidents according to established procedures.
- Apply least-privilege, data-protection,



and change-management requirements when granting access or making configuration changes.

Operations, Collaboration, and Documentation-

- Support conference-room and collaboration technologies, including Teams Rooms, Zoom Rooms, and neat devices, where applicable.
- Create and maintain knowledge articles, troubleshooting guides, standard operating procedures, support records, and technical documentation.
- Participate in planned changes, post-change validation, incident bridges, root-cause analysis, and service-improvement activities.
- Work with internal infrastructure, security, network, application, and service-desk teams, as well as external vendors, to resolve issues.
- Use Power Shell and approved automation tools to collect information and perform repeatable administrative tasks appropriate to the assigned support level.
- L2, 3-6 years. Advanced troubleshooting and ownership of escalated incidents; approved configuration changes; root-cause analysis; Power Shell automation; operational improvement; vendor coordination; and technical guidance for L1 engineers.

Required Qualifications:

- Hands-on support experience with Microsoft 365, including Exchange Online, Teams, Share Point Online, One Drive, or Microsoft Entra ID.
- Working knowledge of user lifecycle, groups, licenses, permissions, authentication,



and basic identity and access-management concepts.
- Ability to troubleshoot systematically, interpret logs and error messages, document findings, and communicate clearly with technical and nontechnical users.
- Experience working with an IT service-management or ticketing system and following incident, request, problem, and change-management processes.
- Working Power Shell administration and troubleshooting skills.
- Bachelor's degree in information technology, computer science, or a related field, or equivalent relevant experience.

Preferred Qualifications:

- Experience supporting a hybrid Microsoft workplace, including on-premises Active Directory & Exchange hybrid.
- Exposure to Microsoft Purview, Power Platform, Intune, Defender & enterprise collaboration technologies.
- Microsoft certifications such as MS-900, MD-102, MS-102, or role-relevant Microsoft 365 certifications.
- Experience supporting a large, geographically distributed organization and working in a 24x7 operational environment.

Core Competencies:

- Customer-focused communication & ownership
- Analytical troubleshooting & attention to detail
- Security and compliance awareness
- Teamwork, collaboration, and knowledge sharing
- Ability to prioritize work & perform effectively during service incidents

Success Measures:

- Incidents and requests are resolved accurately within agreed service levels.
- Escalations include clear troubleshooting evidence, business impact, and actions already completed.
- Administrative changes follow approval, security, documentation, and validation requirements.
- Knowledge articles and repeatable support procedures are continuously improved.

📌 Messaging & Collaboration Tools Specialist II (India)
🏢 Iqor
📍 India