Technical Support Associate

Tech Profuse Pvt. Ltd. is looking for a Microsoft 365 Technical Support Associate L1/L2 to provide technical support and administration for Microsoft 365, Exchange Online, Active Directory, and end-user systems. The role requires strong troubleshooting skills, SLA management, and effective communication with customers and internal technical teams.

Key Responsibilities

• Provide L1/L2 technical support for Microsoft 365, Outlook, Teams, OneDrive, and SharePoint.
• Troubleshoot Exchange Online/Hybrid Exchange, email flow, mailbox, SMTP, and Outlook issues.
• Create, modify, disable, and manage users in Active Directory and Microsoft Entra ID (Azure AD).
• Manage Microsoft 365 licenses, groups, permissions, shared mailboxes, and distribution lists.
• Perform password resets, account unlocks, MFA, and access-related troubleshooting.
• Troubleshoot VPN, Windows, printer, connectivity, and basic network issues.
• Monitor and resolve incidents/service requests within defined SLAs.
• Maintain accurate ticket updates and escalate complex issues to L2/L3 teams when required.
• Create and maintain SOPs, knowledge articles, and support documentation.
• Prepare regular support/ticket reports.
• Provide technical support to international customers through calls, tickets, and remote support.

Required Skills

• Hands-on experience with Microsoft 365 administration and troubleshooting.
• Good knowledge of Exchange Online and Active Directory.
• Basic/intermediate knowledge of Microsoft Entra ID (Azure AD).
• Experience with Microsoft 365 Admin Center and user/license management.
• Good understanding of SMTP, DNS, email, and basic networking.
• Experience with ticketing/ITSM tools and SLA-based support.
• Good communication and customer-handling skills.
• Strong troubleshooting and problem-solving ability.

Preferred candidate profile

• Bachelor's degree/diploma in IT, Computer Science, or related field.

• 13 years of experience in Microsoft 365, Technical Support, Service Desk, Helpdesk, or System Administration.

• Knowledge of Intune, MFA, Conditional Access, SharePoint, OneDrive, and PowerShell.

• ITIL or Microsoft certification.

• Experience with international/voice-based technical support.