Part of Stefanini's Infrastructure Services division, the Digital Workplace Platform (DWP) team continues to grow, and we are seekingM365 L2Engineerto performtechnical support activities key to delivering Microsoft 365 Services to customers according to specific agreements with them.
This roleoperatesunder 24x7 rotating shifts schedule with 8 hours shifts.
Job Responsibilities
Monitor and analyze Office 365 environments and services tomaintainservice quality in line with Stefanini values and client agreements.
Collaborate with other support teams (Service Desk, Infrastructure, DevOps, etc.) to ensure seamless, end-to-end service delivery.
ProvideLevel 2 technical supportfor Microsoft 365 services including:
Exchange Online
Microsoft Teams
SharePoint Online
OneDrive for Business
Azure AD / Entra ID
Report operational issues, risks, and concerns to operational or account management as needed.
Performadvanced troubleshootingusing Microsoft 365 admin portals, PowerShell, and diagnostic tools.
Manage and troubleshoot:
Mail flow and transport rules
Teamspolicies and voice configurations
SharePoint permissions and site issues
Identity and authentication issues (MFA, Conditional Access, SSO)
Ensure strict adherence to client-specific policies, practices, and procedures at all times.
Maintain a continuous learning mindset, staying up to date with best practices and new developments in the industry.
Contribute ideas to improve existing processes, tools, and team performance.
Actively share knowledge,expertise, and best practices within the team to support growth and consistency.
Assistteam members during escalations or complex issues, promoting teamwork andknowledge transfer.
Handleincidents, service requests, and problem recordsthrough the ticketing systemin accordance withSLA and priority definitions.
Regularly report on task progress, operational issues, and challenges to the line manager.
Provide suggestions tooptimizeservice delivery and operationalprocesses.
Proficiencyin English (spoken and written) is essential.
Availability to work rotational 24/7 shifts.
Experience working withMicrosoft 365 Admin Center and related service portals.
Understanding ofExchange Online administration(mailboxes, mail flow, distribution groups).
Basic administration ofMicrosoft Teams policies and collaboration features.
Familiarity withSharePoint Online / OneDrive permissions and sharing models.
Understanding ofMicrosoft Entra ID (Azure AD)concepts such as:
Identity management
MFA
Conditional Access (basic understanding).
Experience working withinITSM frameworks (ITIL knowledge is a plus).
Ability to manageincidents, service requests, and escalationsthrough a ticketing system.
Experience working withSLAs, priorities, and escalation procedures.
Ability totroubleshoot Microsoft 365 service issues using logs, diagnostics tools, and PowerShell.
Experience troubleshooting authentication and identity related issues(MFA, login failures, account synchronization, permissions).
Familiarity with core technologies such as:
Microsoft 365 / Office 365
Active Directory
Exchange
Microsoft Teams
Windows Server & Client OS
DNS
Mobile operating systems (iOS/Android).
Strong analytical skills and a proactive, problem-solving mindset.
Customer-oriented attitude with the ability to prioritize and manage tasks in a dynamic environment.
Insight into Stefanini's business and service delivery models is a plus.
Demonstrated ability to adapt and remain flexible in a fast-paced, changing environment.
Certifications such as the following are considered an advantage:
Microsoft MS-900 - Microsoft 365 Fundamentals
Microsoft AZ-900 - Azure Fundamentals
MS-900 - Security Compliance and Identity Fundamentals
Optionalbut good:
Experience supportingenterprise environments with large user bases.
Experience providingremote troubleshooting and user support.
MS-900 - Security Compliance and Identity Fundamentals