Microsoft 365 Support Engineer

Shadowcast India

As part of our global support team, you will play a key role in ensuring system reliability, security compliance, SLA fulfillment, and overall client satisfaction across diverse environments.

Role & responsibilities:

Microsoft 365 Administration & Support

• Microsoft 365 Administration (Exchange Online, Teams, SharePoint Online, OneDrive, Azure AD / Entra ID)
• Intune / Microsoft Endpoint Manager (Device Enrollment, Autopilot provisioning, Compliance Policies, App Protection)
• Microsoft 365 Security & Compliance (Purview, eDiscovery, Retention Policies, Litigation Hold)
• Licensing management (Microsoft 365 Business Premium, E3, E5, EMS, Defender) using group-based licensing
• Advanced Windows troubleshooting (performance, drivers, profiles, updates, Autopilot errors)
• PowerShell scripting for bulk administration and automation

Documentation & Governance

• Maintain clear and up-to-date technical documentation for client-specific configurations, policies, and project implementations
• Support operational best practices aligned with ISO27001 and other security frameworks
• Develop internal knowledge base (KB) articles and training materials to enable Tier 1 and Tier 2 teams

Monitoring & Compliance

• Proactively monitor Microsoft 365 environments using built-in tools and dashboards for early issue detection and resolution
• Assist in ensuring Microsoft 365 usage remains compliant with both internal policies and external regulatory requirements
• Contribute to audit readiness activities and support periodic security posture assessments

Technical Skills:

• Strong understanding of TCP/IP, DNS, DHCP, VPN, VLANs, NAT/PAT, and firewalls
• Troubleshooting of DNS and DHCP issues
• Configuration and support for VLANs
• Knowledge of NAT/PAT including port forwarding
• SSL certificate management
• Email authentication protocols: SPF, DKIM, DMARC
• Microsoft Defender for Endpoint integration with Intune
• PowerShell scripting for automation and diagnostics
• Familiarity with Microsoft Secure Score and Compliance Manager
• Basic experience with virtualization (Hyper-V or VMware)
• Hands-on experience with Exchange Online, Teams, SharePoint, OneDrive, Intune, and Azure AD

General Requirements:

• 6+ years of experience in Microsoft 365 support (helpdesk, IT support, or MSP environment)
• Strong English communication skills for client-facing support and documentation (spoken and written)
• Ability to explain technical concepts to non-technical users
• Skilled in handling and resolving complex technical issues independently
• Experience with client interaction, documentation, and escalation management
• Proactive, organized, and customer-focused approach to support delivery

Work Schedule:

• Work Days: Monday to Friday
• Work Duration: 8 hours/day
• Alignment: UK business hours (GMT OctMar, BST MarOct)
• Shift Window (IST): 11:30 AM 11:00 PM, staggered shifts to ensure full coverage
• Time Off: Generous holidays aligned with international client calendars

Compliance & Security:

Due to the regulated nature of our clients in financial services, all staff are required to adhere to strict data protection, cybersecurity, and client-specific compliance protocols, including GDPR and ISO 27001 standards.