L1/L2 Support Engineer
First seen by Alion on Oct 16, 2026.
We are looking for experienced O365 (Microsoft 365) L1/L2 Support Engineers to provide technical support, troubleshoot Microsoft 365 applications, and ensure smooth day-to-day IT operations for enterprise users.
Key Responsibilities :
- Provide L1/L2 technical support for Microsoft 365 applications and services.
- Troubleshoot Outlook, Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive issues.
- Manage user accounts, license assignments, password resets, and access permissions.
- Resolve email delivery, mailbox configuration, calendar, and connectivity issues.
- Support Microsoft Entra ID (Azure AD), MFA, authentication, and user provisioning.
- Perform basic administration using Microsoft 365 Admin Center and Exchange Admin Center.
- Handle incidents and service requests through ITSM/ticketing tools while meeting defined SLAs.
- Escalate complex issues to L3 or relevant technical teams.
- Maintain incident records, troubleshooting documentation, and operational procedures.
- Provide remote end-user support and ensure timely incident resolution.
Mandatory Skills :
- Minimum 4+ years of experience in Microsoft 365 / O365 technical support.
- Hands-on experience in L1/L2 support and incident management.
- Strong troubleshooting knowledge of Outlook and Exchange Online.
- Working knowledge of Microsoft Teams, SharePoint Online, and OneDrive.
- Experience with Microsoft Entra ID (Azure AD), MFA, user provisioning, and license management.
- Familiarity with ITSM tools, ticket management, and SLA-based support.
- Good communication, customer service, and troubleshooting skills.
Preferred Skills :
- PowerShell scripting for Microsoft 365 administration.
- Knowledge of ITIL processes and incident, problem, and change management.
- Experience supporting enterprise users in a corporate IT environment.
Candidate Requirements :
- Candidates must have 4+ years of relevant Microsoft 365/O365 support experience.
- Candidates should be comfortable working in a hybrid model from NCR, Mumbai, or Kolkata.
- Strong customer service orientation and the ability to troubleshoot technical issues independently are essential.
Skills
Technical Support, Troubleshooting, Office 365, SharePoint Online, Incident Management, Ticketing System, ITIL, Entra ID, ITSM