L2 Support Engineer - M365 Specialist

We are a growing global MSP supporting clients across the US, UK, and Australia. We're looking for an experienced L2 engineer in Sri Lanka who lives and breathes Microsoft 365, someone who has actually run tenant migrations, transferred licensing between tenants, and owns the Microsoft stack end-to-end, not just supported it. This role works with minimal supervision, you're expected to own your technical workload independently, make sound judgment calls, and know when to escalate versus resolve on your own. We're looking for someone genuinely self-driven, with a strong learning attitude and a track record of picking up new tools and technologies without being told to. Professionalism and strong client communication are non-negotiable, you'll be a direct, trusted technical voice for US and UK clients from day one.

1. M365 Tenant Administration & Migrations
   • Own end-to-end M365 tenant management - Entra ID, Intune, Exchange Online, Teams, SharePoint, and Defender for Office 365. Lead tenant-to-tenant migrations, cross-tenant mailbox moves, and Microsoft 365/Azure licensing transfers for onboarding and offboarding clients. Manage delegated admin access (GDAP) across multiple client tenants, run license utilisation audits, and harden mail flow with SPF/DKIM/DMARC configuration.
2. Intune / MDM & Device Compliance - Own Microsoft Intune end-to-end enrolment (including Autopilot), compliance policy design, and app deployment across Windows, iOS, and Android. Conduct periodic MDM audits: review enrolled vs. unmanaged devices, flag non-compliant or stale devices, and remediate gaps against client compliance baselines. Maintain device compliance reporting for client reviews and audits.
3. Identity, Security & Compliance - Manage Microsoft Entra ID / Azure AD at an advanced level, Conditional Access, MFA, identity protection, and access reviews. Configure Microsoft Purview for retention policies, DLP, audit log search, and eDiscovery requests. Run Microsoft Secure Score reviews and translate findings into client-facing remediation plans. Administer Bitdefender EDR, Proofpoint email security, and Atera RMM, including patch management and vulnerability remediation.
4. Networking (Foundational Troubleshooting) - Provide basic troubleshooting support for Cisco routing & switching and Meraki-managed environments (APs, switches, security appliances, VPN). This is a support and triage requirement — not a network design or engineering role.
5. Escalated Support & Incident Ownership - Act as the escalation point for complex L1 tickets. Take full ownership of P1/P2 incidents end-to-end, diagnosis, resolution, root cause, and clear client-facing updates throughout.
6. Client Onboarding & Documentation - Lead environment baselining for new clients. Build and maintain runbooks, migration documentation, and credential provisioning from scratch as clients onboard to FYXO.
7. Client Communication - Be the confident, professional voice clients hear directly. Proactive status updates, precise written English in the Atera portal and email, and zero ambiguity on calls with US and UK stakeholders.

You Need

• 3–5+ years in an MSP, Help Desk or internal IT role, with genuine hands-on Microsoft 365 tenant administration, not end-user support alone
• Excellent written and spoken English with strong client-facing professionalism, you will be a primary technical voice for US and UK clients. This is a hard requirement, not a nice-to-have.
• Proven ability to work independently with minimal supervision, strong ownership, sound judgment on when to resolve vs. escalate, and a genuinely self-driven, continuous-learning attitude
• Nice to have -Microsoft 365 Certified: Enterprise Administrator Expert, MS-102 / MD-102 (Microsoft 365 Administrator), AZ-104 (Azure Administrator Associate), SC-300 (Identity and Access Administrator), Prior MSP experience, and familiarity with Power Automate, CCNA or Cisco Meraki certified