Senior Microsoft 365 Operations Specialist

Technical Delivery

Second Level operational support for Microsoft 365 within clearly defined boundaries:

M365 Second Level Support

• Incident and service request handling
• Analysis of user issues (authentication, access, permissions)
• Troubleshooting in Teams, SharePoint, OneDrive, Outlook
• Documentation and structured escalation
• Execution of standard changes based on approved runbooks

Security / Defender – Triage & Basic Response

• Participate in global support reviews
• Work within agile delivery models (Kanban / Scrum)
• Review and triage of alerts and incidents
• Prioritization and classification
• Incident documentation and assignment
• Analysis of risky sign-ins
• Execution of predefined immediate actions (e.g. password reset, MFA reset, session revoke)

SharePoint / Teams Support

SharePoint

• Permission analysis
• Structure validation
• Management of SharePoint groups
• Support for minor configuration adjustments

Teams

• Management of team memberships and channels
• Permission analysis
• Review of apps and policies (read-only)
• Teams Rooms health checks
• Device assignment verification
• Teams Phone Component Monitoring

Teams Telephony (Operational Support)

• Assignment of phone numbers
• Troubleshooting call-related issues
• Voicemail and call forwarding adjustments
• Delegation and call group configuration
• Analysis of CQD and call logs
• Verification of Operator Connect and Direct Routing status

Identity / Entra ID

• User management
• Group management (non-privileged groups)
• Password and MFA reset
• Sign-in log analysis
• Session revoke actions
• Read-only Conditional Access impact analysis

Enterprise Apps / App Registrations

• Creation of app registrations
• Management of application owners
• Creation and renewal of secrets
• Certificate management (upload/renewal)
• Maintenance of redirect URIs
• Troubleshooting authentication issues
• Sign-in log analysis

Power Platform

• Troubleshooting of apps and flows
• Log analysis
• Review of sandbox environments

Exchange Online

• Message trace and mail flow analysis
• NDR analysis
• Quarantine review (read-only)
• Shared mailbox management
• Distribution group management
• Alias and SMTP address maintenance
• Mailbox permission management
• Mobile device removal
• Forwarding and out-of-office analysis

Copilot (Support & Analysis)

• Troubleshooting Copilot-related issues
• License status verification (read-only)
• Access issue analysis
• Review of agent logs
• Client-side troubleshooting
• Usage metrics review

Labels (Sensitivity & Retention)

• Analysis of labeling issues
• Troubleshooting encryption-related problems
• Retention behavior analysis
• Client-side label error investigation

Audit & Monitoring

• Unified Audit Log analysis
• Service activity log review (M365 services)
• Teams call log analysis
• Use of logs for incident investigation
• Documentation and escalation

Collaboration Services

M365 Groups

• Member and owner management
• Group structure analysis Teams- M365 Group relationship checks

Planner / Loop / Search

• Permission issue analysis
• Sync issue troubleshooting
• Search and indexing issue analysis