Microsoft 365 / O365 L1 Support Engineer

Zorba AI; Kolkata Metropolitan Area; On-site; INR 300,000 - 540,000; Full time

Job summary

Zorba AI is seeking a Microsoft 365 L1 Support Engineer to provide first-level technical support for Microsoft 365 apps, user accounts, email, collaboration tools and endpoint onboarding. You will handle user onboarding, password resets, license assignments, and basic Entra ID tasks, while addressing common Outlook/Teams/OneDrive issues.

In this role you will log incidents, maintain ticket documentation, and escalate complex problems to L2/L3 teams, ensuring adherence to SLAs and knowledge

Qualifications

• MS 365 support and Exchange Online troubleshooting experience.
• User onboarding: creation, password resets and license assignments.
• Basic knowledge of Entra ID/Azure AD.
• Familiar with ITIL and incident management processes.
• Experience with ticketing tools and SLAs.

Responsibilities

• Provide L1 support for Exchange Online, Teams, SharePoint Online and OneDrive.
• Log, track and resolve incidents within SLAs.
• Escalate complex issues to L2/L3 with details.
• Maintain ticket documentation and knowledge-base articles.
• Handle basic user account management and onboarding tasks.

Skills

Microsoft 365 / Office 365 support

Exchange Online troubleshooting

Microsoft Teams & OneDrive support

User creation, password resets & licen

Basic Microsoft Entra ID / Azure AD

Microsoft Intune onboarding

Ticketing, SLA management & escalation

Tools

ServiceNow

Jira Service Management

Job description

We are looking for Microsoft 365 L1 Support Engineers to provide first-level technical support for Microsoft 365 applications, user accounts, email, collaboration tools and endpoint onboarding.

Key Responsibilities

• Provide L1 support for Exchange Online, Microsoft Teams, SharePoint Online and OneDrive.
• Perform user creation, password resets, licence assignment, group management and basic Microsoft Entra ID administration.
• Support Microsoft Intune onboarding and troubleshoot basic enrollment and device-related issues.
• Troubleshoot Outlook, mailbox access, email delivery, Teams login/calling and OneDrive synchronization issues.
• Handle basic shared mailbox, distribution list and user-access requests using approved processes.
• Log, track and resolve incidents and service requests within defined SLAs.
• Escalate complex issues to L2/L3 support teams with appropriate troubleshooting details.
• Maintain ticket documentation, knowledge-base articles and timely user updates.

Mandatory Skills

• Microsoft 365 / Office 365 support
• Exchange Online and Outlook troubleshooting
• Microsoft Teams and OneDrive support
• User creation, password resets and licence assignment
• Basic Microsoft Entra ID / Azure AD
• Microsoft Intune onboarding
• Ticketing, SLA management and escalation

Preferred Skills

• SharePoint Online
• Active Directory basics
• ITIL / IT service desk processes
• ServiceNow, Jira Service Management or similar ticketing tools

Skills: access,onboarding,microsoft,management,support