L2 Support Engineer - M365 Specialist

About the role

We are a global managed service provider seeking a self‑driven L2 Support Engineer based in Sri Lanka who lives and breathes Microsoft 365. You will own end‑to‑end tenant administration, migrations and client communication for our US and UK customers.

Key responsibilities

• Manage Microsoft 365 tenant administration, including Entra ID, Intune, Exchange Online, Teams, SharePoint and Defender for Office 365, and lead tenant‑to‑tenant migrations and licensing transfers.
• Design and enforce Intune enrollment, compliance policies and app deployment across Windows, iOS and Android devices, and conduct regular MDM audits.
• Configure Azure AD security features such as Conditional Access, MFA, identity protection and run Secure Score assessments.
• Implement Microsoft Purview retention, DLP, eDiscovery and audit log searches, and produce client‑facing remediation plans.
• Provide basic troubleshooting for Cisco routing & switching and Meraki‑managed networks.
• Act as escalation point for complex L1 tickets, own P1/P2 incidents from diagnosis to resolution and keep clients updated.
• Lead client onboarding, create runbooks, migration documentation and credential provisioning.
• Communicate professionally with US and UK stakeholders via written updates and clear calls.

Required profile

• 3–5+ years in an MSP, help‑desk or internal IT role with hands‑on Microsoft 365 tenant administration.
• Excellent written and spoken English; primary technical voice for US and UK clients.
• Proven ability to work independently, make sound judgment on escalation and demonstrate a self‑driven learning attitude.

Required skills

• Microsoft 365 (Entra ID/Azure AD, Intune, Exchange Online, Teams, SharePoint, Defender for Office 365)
• Tenant‑to‑tenant migrations, GDAP, license utilisation audits, SPF/DKIM/DMARC configuration
• Microsoft Purview (retention, DLP, eDiscovery), Secure Score, Bitdefender EDR, Proofpoint
• Atera RMM, Power Automate (nice to have)
• Cisco routing & switching, Meraki APs, switches and VPN