Primary Role
Serve as the Tier 3 escalation point within the Microsoft ecosystem.
Provide expert-level support and troubleshooting across Microsoft 365, Intune, and Azure environments.
Lead resolution of the most complex technical issues, ensuring long-term solutions that strengthen reliability, security, and user experience.
Key Responsibilities
- Act as the final escalation tier for technical issues within Microsoft 365, Intune, and Azure.
- Diagnose and resolve advanced problems related to cloud infrastructure, identity management, security policies, and device compliance.
- Manage and optimize Microsoft Intune for endpoint security, device compliance, application deployment, and conditional access.
- Administer and secure Microsoft 365 environments , including account lifecycle management, Exchange Online migrations, DLP configuration, and distribution group management.
- Configure and manage Azure Active Directory (identity protection, conditional access, MFA, security baselines).
- Implement and support data loss prevention (DLP) and endpoint security solutions within Microsoft 365/Intune.
- Collaborate with engineering and security teams to solve cross-platform issues impacting enterprise cloud services.
- Lead technical initiatives to improve the Microsoft cloud environment (automation, policy rollout, security hardening).
- Create Tier 3-level documentation: incident reports, escalation SOPs, and technical guides.
- Mentor Tier 1 and Tier 2 teams to strengthen their knowledge of Microsoft technologies.
Required Skills and Qualifications
- Exceptional spoken and written English (C2 or Native).
- Proven expert-level experience with Microsoft Intune (must be explicitly listed in experience).
- Deep knowledge of Microsoft 365 administration, Azure Active Directory, and security/DLP solutions.
- Strong understanding of Microsoft cloud networking, conditional access, and endpoint management.
- Scripting/automation skills (PowerShell highly desirable).
- 10+ years in IT support roles with at least 5 years in senior/Tier 3 capacity focused on Microsoft technologies.
- Relevant certifications strongly preferred (Microsoft Certified: Endpoint Administrator, Azure Administrator, Security+, etc.).
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