L2 Support Engineer / Microsoft Cloud Specialist

Microsoft SME (Subject Matter Expert) Level 2

Job Title

Microsoft SME Level 2 (L2 Support Engineer / Microsoft Cloud Specialist)

Experience

23 years of relevant experience in Microsoft Technologies

Experience supporting Microsoft 365, Intune, Entra ID, Exchange Online, and SharePoint Online

environments

Job Summary

The Microsoft SME Level 2 is responsible for providing advanced technical support, administration,

implementation, and troubleshooting of Microsoft cloud and hybrid environments. The role involves handling

escalated incidents, performing root cause analysis, supporting customer deployments, and collaborating with

internal and external stakeholders to ensure service availability and customer satisfaction.

Key Responsibilities

Microsoft 365 Administration

Manage and administer Microsoft 365 services.

Create and manage users, groups, and licenses.

Configure Exchange Online, SharePoint Online, OneDrive, and Teams.

Troubleshoot mail flow, mailbox permissions, and collaboration issues.

Microsoft Entra ID (Azure AD)

User and group management.

Configure and manage:

oSingle Sign-On (SSO)

oMulti-Factor Authentication (MFA)

oConditional Access Policies

oSelf-Service Password Reset (SSPR)

Troubleshoot authentication and identity-related issues.

Microsoft Intune & Endpoint Management

Device enrollment and management.

Configure compliance policies and configuration profiles.

Deploy applications and updates.

Manage App Protection Policies (MAM).

Troubleshoot device compliance and enrollment issues.

Security & Compliance

Implement and manage:

oMicrosoft Defender

oMicrosoft Purview

oData Loss Prevention (DLP)

oSensitivity Labels

oInformation Protection Policies

Monitor security incidents and recommend remediation actions.

Azure Administration

Manage Azure resources, including:

oVirtual Machines

oStorage Accounts

oVirtual Networks

oVPN Gateways

oBackup and Recovery

Monitor resource utilization and performance.

Troubleshooting & Support

Handle L2 escalations from Service Desk and L1 teams.

Perform root cause analysis (RCA).

Work with Microsoft Support for complex issues.

Maintain SLA compliance and incident documentation.

Documentation & Reporting

Create technical documentation and SOPs.

Prepare implementation and migration reports.

Update knowledge base articles.

Technical Skills

Mandatory

Microsoft 365 Administration

Exchange Online

Microsoft Teams

SharePoint Online

OneDrive for Business

Microsoft Entra ID

Microsoft Intune

Microsoft Defender

Microsoft Purview

Certifications: Required

Presentation & Demo Skills: Required

Soft Skills

Strong troubleshooting and analytical skills.

Customer-facing communication skills.

Ability to work independently and in a team environment.

Good documentation and reporting skills.

Willingness to participate in on-call support and maintenance activities.