Senior Support Engineer - M365 (L2)

Role Summary Provide L2 support for Microsoft 365 across Exchange Online, Teams, SharePoint and OneDrive, Intune, Entra ID (identity side), and the Defender suite for M365. As the senior point of resolution for productivity, collaboration, identity, and endpoint management issues across our managed tenants, you drive incidents to closure, execute approved changes, and continually strengthen tenant security posture. Key Responsibilities Exchange Online & Mail Flow • Administer mail flow, transport rules, connectors, and DNS records (MX, SPF, DKIM, DMARC, Autodiscover, CNAME). • Manage archiving, litigation/legal hold, retention, spam, and quarantine policies. • Handle complex recipient tasks: mailbox permissions, forwarding, shared mailboxes, resource mailboxes, and migrations between mailbox types. • Provide Exchange Online support via PowerShell (Exchange Online Management module). Teams, SharePoint & OneDrive • Troubleshoot Teams meetings, audio/video, federation, and Phone System issues affecting multiple users. • Administer Teams policies (meeting, messaging, calling, app permission) and voice routing where applicable. • Manage advanced SharePoint and OneDrive permissions, site collection settings, external sharing, and hub sites. Identity & Access (M365 Side) • Perform advanced Entra ID administration: users, groups, roles, app registrations, Enterprise Apps, and SSO. • Support hybrid identity: Entra Connect sync, password hash / pass-through auth, federation troubleshooting. • Configure and tune Conditional Access, MFA, named locations, and risk-based policies for client tenants. Security & Compliance (Purview + Defender for M365) • Configure and manage Defender for Office 365 (Safe Links, Safe Attachments, anti-phish, quarantine, allow/block lists). • Implement DLP, sensitivity labels, retention/deletion policies, eDiscovery cases, and content search. • Review Secure Score, identify gaps, and raise remediation tickets. Endpoint