2nd line/3rd line support engineer
RemoteWestern Cape, South Africa
Job Summary
Act as a 2nd/3rd line escalation point for complex M365 incidents and service requests, troubleshooting identity, security, and collaboration issues across Entra ID, Exchange Online, SharePoint, Teams, and Intune. Perform root cause analysis to implement permanent fixes while managing user lifecycles, licensing, and access control. Enforce Conditional Access policies, enhance security posture via MFA and Defender, and assist with compliance features like retention and DLP. Identify risks and recommend improvements aligned with best practices. This role supports modern workplace environments, requiring strong PowerShell skills and experience in multi-tenant or MSP settings.
Required Qualifications
- Proven experience in a 2nd or 3rd line support role
- Strong hands-on experience with the Microsoft 365 ecosystem
- Solid understanding of Identity and access management
- Solid understanding of Microsoft Entra ID / Azure AD
- Solid understanding of Exchange Online mail flow and security
- Experience troubleshooting Windows 10/11 and modern workplace setups
- Confident working with PowerShell for administration and troubleshooting
- Excellent problem-solving and communication skills
- Experience with Intune device management (Windows, mobile devices)
- Knowledge of Azure (IaaS / PaaS basics)
Desired Qualifications
- Experience in an MSP or multi-tenant environment
- Microsoft certifications
- Familiarity with backup, archiving, or third-party M365 tools
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