Microsoft 365 Support Engineer – L1_2+yrs

Zorba AI; Kolkata Metropolitan Area; On-site; INR 350,000 - 620,000; Full time

Job summary

Zorba AI is seeking a Microsoft 365 L1 Support Engineer to provide first-line technical support for Exchange Online, Teams, SharePoint Online, and OneDrive in a dynamic IT helpdesk environment.

The candidate should have 1–3 years of IT helpdesk or Microsoft 365 experience with basic knowledge of Entra ID and Intune, and strong troubleshooting, documentation, and customer service skills. A customer-focused, responsive approach is essential.

Qualifications

• 1–3 years of experience in IT helpdesk, service desk, or Microsoft 365 support.
• Basic hands‑on knowledge of Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive.
• Understanding of user account management, password resets, license assignment, and Microsoft Entra ID.
• Basic knowledge of Microsoft Intune and device enrollment processes.
• Familiarity with Outlook troubleshooting, mailbox access, email delivery, and Teams connectivity issues.
• Experience using ticketing tools and working within SLA‑driven support environments.
• Good verbal and written communication skills.
• Strong troubleshooting, documentation, and customer service skills.

Responsibilities

• Microsoft 365 Support: Provide L1 support for Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive.
• User and Access Management: Handle user account creation, password resets, license assignments, group management, and basic Microsoft Entra ID administration.
• Intune Support: Assist with device onboarding, enrollment, configuration, and basic Microsoft Intune-related issues.
• Outlook and Exchange Troubleshooting: Resolve basic Outlook connectivity, mailbox access, email delivery, and shared mailbox issues.
• Teams Support: Troubleshoot Microsoft Teams login issues, audio/video calling problems, and basic collaboration-related queries.
• SharePoint and OneDrive Support: Assist users with SharePoint access, OneDrive synchronization, file-sharing permissions, and basic application issues.
• Mailbox and Distribution List Management: Manage shared mailbox requests, distribution lists, and user access requests according to approved processes.
• Incident and Service Request Management: Log, track, troubleshoot, and resolve incidents and service requests within defined SLAs. Escalate complex issues to L2/L3 support teams.
• Ticket Documentation: Maintain accurate ticket updates, troubleshooting records, resolution notes, and knowledge-base articles.
• User Communication: Provide timely updates to end users, follow established support procedures, and ensure a positive user experience.

Skills

IT helpdesk

Troubleshooting

Customer service

Microsoft 365

Exchange Online

Teams

SharePoint Online

OneDrive

Entra ID

Intune

Tools

Exchange Online

Microsoft Teams

SharePoint Online

OneDrive

Microsoft Entra ID

Intune

Outlook

Job description

Job Description

Microsoft 365 Support Engineer – L1

Position

Microsoft 365 / O365 L1 Support Engineer

Number of Openings

8 Resources

Experience

1–3 Years (Preferred)

Job Type

Full-Time

Job Summary

We are looking for Microsoft 365 L1 Support Engineers to provide first-level technical support for Microsoft 365 applications and services. The ideal candidates should have basic knowledge of Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft Entra ID, and Microsoft Intune, along with strong troubleshooting, ticket management, and customer service skills.

Key Responsibilities

• Microsoft 365 Support: Provide L1 support for Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive.
• User and Access Management: Handle user account creation, password resets, license assignments, group management, and basic Microsoft Entra ID administration.
• Intune Support: Assist with device onboarding, enrollment, configuration, and basic Microsoft Intune-related issues.
• Outlook and Exchange Troubleshooting: Resolve basic Outlook connectivity, mailbox access, email delivery, and shared mailbox issues.
• Teams Support: Troubleshoot Microsoft Teams login issues, audio/video calling problems, and basic collaboration-related queries.
• SharePoint and OneDrive Support: Assist users with SharePoint access, OneDrive synchronization, file-sharing permissions, and basic application issues.
• Mailbox and Distribution List Management: Manage shared mailbox requests, distribution lists, and user access requests according to approved processes.
• Incident and Service Request Management: Log, track, troubleshoot, and resolve incidents and service requests within defined SLAs. Escalate complex issues to L2/L3 support teams.
• Ticket Documentation: Maintain accurate ticket updates, troubleshooting records, resolution notes, and knowledge-base articles.
• User Communication: Provide timely updates to end users, follow established support procedures, and ensure a positive user experience.

Required Skills And Qualifications

• 1–3 years of experience in IT helpdesk, service desk, or Microsoft 365 support.
• Basic hands‑on knowledge of Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive.
• Understanding of user account management, password resets, license assignment, and Microsoft Entra ID.
• Basic knowledge of Microsoft Intune and device enrollment processes.
• Familiarity with Outlook troubleshooting, mailbox access, email delivery, and Teams connectivity issues.
• Experience using ticketing tools and working within SLA‑driven support environments.
• Good verbal and written communication skills.
• Strong troubleshooting, documentation, and customer service skills.

Preferred Skills

• Knowledge of Active Directory fundamentals.
• Familiarity with ITIL processes and incident management.
• Microsoft 365 Fundamentals certification (MS‑900) or equivalent knowledge.
• Experience working in a structured IT service desk or enterprise support environment.

Ideal Candidate Profile

A customer-focused IT support professional capable of resolving routine Microsoft 365 issues, managing user access requests, documenting incidents accurately, and escalating complex technical problems to the appropriate support teams.

Skills: l1 support,troubleshooting,microsoft