Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM CST (Consultant Role)

About the Role, We are seeking an experienced Microsoft 365 Escalation Engineer (Tier 2 / Tier 3) to support complex enterprise tenant migrations, ongoing merger and acquisition (M&A;) consolidations, and advanced escalations. In this role, you will act as a senior technical point of contact handling escalations from Tier 1 teams, performing root-cause analysis across the entire M365 collaboration suite, and driving critical cutover and identity issues to resolution.

Key Responsibilities

- Escalation Support (Tier 2 & Tier 3): Serve as an escalation bridge for complex incidents that exceed standard Tier 1 workflows, driving fast diagnosis and resolution under defined SLA response targets.
- M&A; Migration Cutover: Troubleshoot and resolve migration batch errors, sync failures, post-migration access issues, and tenant-to-tenant cutover blockers.
- Tenant & Identity Administration: Diagnose identity synchronization (Entra Connect), Conditional Access policies, licensing assignments, and external/B2B access configurations.
- Workload Troubleshooting: Investigate mail routing, calendar sharing, shared mailboxes, and coexistence in Exchange Online; manage SharePoint Online/OneDrive storage, sync, and permission faults; configure and troubleshoot Microsoft Teams channels, voice, and federation.
- Vendor Escalations: Own end-to-end management of escalated vendor support cases (including Microsoft support), managing logs,



evidence collection, and technical follow-through.
- Process Documentation: Author standard operating procedures and repeatable resolution steps to train and empower Tier 1 service desk teams.
- Security & Compliance: Adhere strictly to Zero Trust, least-privilege administrative access controls, and Multi-Factor Authentication (MFA) protocols.

Qualifications & Requirements
- Experience: 3–5 years of dedicated technical support or systems administration experience across Microsoft 365 cloud environments.
- Migration Experience: Hands-on experience with Microsoft 365 tenant-to-tenant migrations, onboarding waves, or enterprise M&A; integration projects.
- Deep Workload Knowledge: Solid proficiency with Microsoft Entra ID (Azure AD), Exchange Online, SharePoint Online, OneDrive for Business, and Microsoft Teams.
- Analytical Skills: Proven ability to conduct root-cause analysis on complex identity, licensing, and mail-flow incidents.
- Communication: Clear verbal and written communication skills for cross-functional collaboration and standard operating procedure (SOP) documentation.

Preferred Qualifications
- Relevant Microsoft certifications (e.g., MS-102: Microsoft 365 Endpoint Administrator / Enterprise Administrator Expert, MS-700, or SC-300).
- Experience utilizing enterprise third-party migration tooling (e.g., Quest, BitTitan, ShareGate).

Pay: ₹40,000.00 per month

Benefits

- Work from home

Work Location: Remote

📌 Microsoft 365 Migration & Support Engineer (India)
🏢 A2 Source
📍 India