Microsoft 365 Support Lead - Hybrid, Certifications

Cloudtastic Private Limited.; Karachi Division; On-site; Full time

Job description

We are looking for a Microsoft 365 Support Specialist to join our team at Cloudtastic Pvt. Ltd. in Karachi. In this role, you will play a crucial part in managing our Managed Microsoft 365 Support Services, providing technical assistance, resolving Microsoft 365-related issues, and ensuring seamless IT operations.

Enhancing Productivity with AI Tools

While your core expertise in Microsoft 365 support is our top priority, experience with AI-powered tools like ChatGPT or automation frameworks can be a valuable asset. These tools can enhance troubleshooting efficiency, automate reporting, and optimize PowerShell scripting workflows. If you have used AI to automate routine support tasks, generate PowerShell scripts, or assist in documentation, it’s a plus!

Position

Full-Time Microsoft 365 Support Specialist

Location

Reports To

Head of Microsoft Support Services

Work Mode

Onsite/Hybrid

Key Responsibilities

• Provide L2/L3 support for Microsoft 365 services, including Exchange Online, SharePoint, OneDrive, Teams, and Entra ID (Azure AD).
• Troubleshoot email deliverability issues, phishing attacks, domain management (SPF, DKIM, DMARC), and security incidents.
• Handle licensing assignments, optimization, and cost management.
• Respond to escalated issues from helpdesk within defined SLAs.
• Implement and monitor Microsoft Secure Score recommendations.
• Assist customers with phishing simulations, fraud investigations, and dark web monitoring.
• Conduct domain health checks, security audits, and proactive risk analysis.
• Investigate and respond to security incidents like compromised accounts, email spoofing, and unauthorized access.
• Guide end-users on best practices for security, compliance, and collaboration.
• Maintain knowledge base articles and provide technical documentation.

Qualifications & Skills Required

• Bachelor's degree in Computer Science, IT, or related field (preferred).
• 3-5 years of Microsoft 365 support experience (Managed IT services experience is a plus).
• Microsoft 365 Certified: Modern Desktop Administrator Associate.
• Expertise in Exchange Online, Teams, SharePoint, OneDrive, and Microsoft Defender.
• Strong troubleshooting and problem-solving skills.
• PowerShell scripting experience for automation.
• DNS management and email security knowledge (SPF, DKIM, DMARC, MTA-STS, BIMI).
• Strong communication and customer service skills.
• Attention to detail and strong documentation skills.
• Bonus: Familiarity with AI tools for automating troubleshooting, scripting, or documentation.
• Competitive salary based on experience & certifications.
• Performance-based bonuses.
• Company-sponsored Microsoft 365 certifications.
• Hybrid work option available after probation.
• 24 paid leaves per year.

What we offer

Competitive market-based salary with performance incentives.

Health Coverage

Comprehensive medical insurance for your well-being.

Company-sponsored certifications and skill development opportunities.

Hybrid Work Model

Flexible work arrangements after successful probation.

Work-Life Balance

24 paid leaves annually for personal and professional balance.