Microsoft 365 - Level 2 Support

Job description

Job Description: We are seeking a highly motivated Microsoft 365 and Exchange specialist with strong troubleshooting expertise in enterprise-scale environments. The ideal candidate will have hands-on experience supporting hybrid Microsoft ecosystems, managing critical incidents, and delivering exceptional service through deep technical knowledge, collaboration, and a customer-first approach. Key Accountability: Accurately and effectively investigate and diagnose incidents. Prioritize responses based on the issue's priority and severity. Define a detailed action plan to diagnose and resolve incidents, aiming to restore normal service promptly. Participate in escalation calls for critical incidents and drive end-to-end restoration of services. Main Responsibility: Administer, troubleshoot, and resolve issues related to Microsoft 365 services (including but not limited to Exchange Online, Teams, SharePoint Online, and OneDrive for Business) and On-Premises Exchange servers (e.g., 2013, 2016, 2019) for issues such as Autodiscover, Exchange Client Access, Mailbox, and Edge Transport roles. Troubleshoot and resolve (or provide workarounds for) issues integrated with other Microsoft 365 products and services (including but not limited to Microsoft Entra Connect Sync [f.k.a. Azure Active Directory Connect], Active Directory Federation Services [ADFS], PHS, SSPR, Microsoft 365 Modern Authentication, Microsoft 365 Apps, Microsoft Intune/Endpoint, etc.). Manage Microsoft 365 escalations and complex incidents, ensuring service resumption within the defined Service Level Agreement (SLA). Perform mail hygiene activities (e.g., Exchange Online Protection (EOP), ProofPoint, etc.), eDiscovery, message tracing, connection filtering, transport rules, whitelisting/blacklisting, and message quarantine. Experience: Ideal applicants should be accustomed to handling escalated issues, though they may not have focused solely on Microsoft 365 support. Minimum of 5 years' experience in broad IT support, covering servers, basic networking, and desktop support. A good team player within the support team, collaborating with other towers in troubleshooting. Work with various teams and towers (including but not limited to L1, L2, and L3) to provide secure and reliable service in implementation and operation. Fundamental knowledge of Windows Server (including but not limited to Server 2012, 2016, and 2019), networking (HTTP, HTTPS, DNS, TCP/IP), and Outlook for iOS, Android, and macOS. Essential knowledge in Microsoft 365 Security and Compliance technologies such as ATP, AIP, DLP, MFA, MDO, MDE, etc. Deep knowledge in Active Directory and DNS, including MX records, SPF, DKIM, and DMARC. Fundamental knowledge and administration of Windows Server (Active Directory, Group Policy Management, Networking). Experience using various migration tools, e.g., PowerShell, Quest, SPMT, etc.. and automation methods. Experience supporting a hybrid environment. Experience in On-Premises Exchange disaster recovery scenarios. Self-driven in research, going the extra mile to recommend remediation and improvements in customer environments. Qualifications: Degree in Computer Science, Degree in IT Engineering or equivalent. Microsoft Certification will be an added advantage. Any other professional certifications related to cloud computing, networking and security will be an added advantage. At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive. Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here .