EUC Engineering Support – M365 & Azure AD (L2)

Job Title

EUC Engineering Support M365 & Azure AD (L2)

Tower: EUC Engineering

Service Line: End User Computing (EUC) Engineering

Level: L2

Location: India (Chennai preferred; Bengaluru / Hyderabad acceptable)

Role Overview

The EUC Engineering Support M365 & Azure AD role is responsible for Level 2 engineering support and administration of the clients Microsoft 365 and Azure Active Directory (Entra ID) environments. This role ensures stable, secure, and well-governed identity, access, and collaboration services for end users.

The engineer works closely with Service Desk, Security, Infrastructure, and Governance teams to support identity lifecycle management, access controls, and M365 service operations .

Key Responsibilities

1. Microsoft 365 Administration & Support

• Provide Level 2 support for Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint.
• Support user mailbox, collaboration, and access-related requests.
• Troubleshoot M365 service issues escalated from L1 teams.
• Support service changes, feature enablement, and configuration updates.

2. Azure AD (Entra ID) & Identity Management

• Support Azure AD user, group, and role administration.
• Assist with identity lifecycle activities (joiner, mover, leaver processes).
• Support authentication, authorization, and access-related issues.
• Work with security teams on identity and access controls.

3. Endpoint & Device Integration

• Support integration between endpoints and Microsoft identity services.
• Assist with device join, compliance, and access scenarios.
• Support troubleshooting of sign-in, synchronization, and access issues.
• Coordinate with EUC and security teams on endpoint identity requirements.

4. Incident, Request & Escalation Support

• Own L2 incidents and service requests related to M365 and identity services.
• Perform structured troubleshooting and resolution within defined scope.
• Escalate complex issues to L3 Microsoft or Security engineers with clear analysis.
• Support coordinated incident resolution activities.

5. Documentation & Knowledge Contribution

• Maintain SOPs and technical documentation for M365 and Azure AD support.
• Create and update knowledge articles for Service Desk consumption.
• Support transition knowledge capture and handover activities.
• Ensure documentation aligns with governance and security standards.

Skills & Experience

Technical Skills

• Strong experience supporting Microsoft 365 services .
• Hands-on exposure to Azure AD / Entra ID administration.
• Understanding of identity, access management, and security fundamentals.
• Familiarity with endpoint and device identity integration.
• Exposure to Microsoft security and compliance features is a plus.

Tools & Platforms (Preferred)

• Microsoft 365 Admin Center
• Azure AD / Entra ID portals
• Endpoint and identity management tools
• ITSM platforms for request and incident handling

Experience

• 47 years of experience in EUC or Microsoft services support roles.
• Experience in L2 operational support environments.
• Exposure to enterprise M365 deployments.
• Experience working in managed services environments is preferred.

Soft Skills & Behavioral Expectations

• Structured approach to troubleshooting and service support.
• Clear communication with technical teams and stakeholders.
• Strong ownership of identity and collaboration service tasks.
• Attention to governance, access control, and security practices.
• Collaborative working style across EUC, Security, and Infrastructure teams.

Working Model

• Offshore delivery from India.
• Alignment with client working hours for service operations.
• Participation in transition and steady-state operations.
• Close coordination with Service Desk and Security teams.