L2 Engineer – Microsoft 365

emagine Polska; Poland; Hybrid; PLN 89,000 - 134,000; Full time

Job summary

emagine Polska is seeking an L2 Microsoft 365 support engineer to provide primary resolution for escalated incidents and to maintain high standards of service delivery.

In this hybrid role, you will support Teams, SharePoint, OneDrive and Exchange, work with ITSM tools, and contribute to knowledge bases while driving improvements in processes.

Qualifications

• Experience supporting Microsoft 365 products (Teams, SharePoint, OneDrive, Exchange).
• L2/IT support or service operations experience.
• Strong troubleshooting steps and incident handling skills.
• Good understanding of identity basics (Azure AD).
• Familiarity with ITSM tooling for incident management.

Responsibilities

• L2 Escalation & Expert Support: primary resolution for L1 incidents in Microsoft 365 and escalation to L3 as needed.
• Operational Excellence: deliver quality support aligned with SLAs and perform routine operational tasks.
• Knowledge, Standards & Incident Resolution: apply standards, contribute to knowledge base, ensure consistent resolutions.
• Problem Management & Service Improvements: participate in investigations and propose process improvements.
• Stakeholder & Platform Collaboration: act as reliable contact for users and businesses during escalations.

Skills

Microsoft 365

L2 support

ITSM tools

Troubleshooting

Azure AD

Tools

ITSM tools

Job description

Summary

This job functions as an L2 support engineer for Microsoft 365, acting as the primary resolution layer for incidents escalated from L1, with an emphasis on structured troubleshooting and operational excellence.

Main Responsibilities

• L2 Escalation & Expert Support: Primary resolution for incidents from L1, resolving Microsoft 365 issues, and escalating cases to L3 as needed.


• Operational Excellence: Deliver quality support aligned with SLAs, execute operational tasks, and proactively identify issues.


• Knowledge, Standards & Incident Resolution Matrix: Apply standards, contribute to the knowledge base, and ensure consistent resolutions.


• Problem Management & Service Improvements: Participate in problem investigations and propose process improvements.


• Stakeholder & Platform Collaboration: Reliable contact for users and businesses, ensuring smooth escalations and communications.

Key Requirements

• Hands-on experience supporting Microsoft 365 (Teams, SharePoint, OneDrive, Exchange).


• Experience in L2/IT support/service operations.


• Strong handling skills using ITSM tools.


• Ability to troubleshoot common M365 issues.


• Good understanding of identity basics (Entra ID/Azure AD).

Nice to Have

• Exposure to PowerShell for admin tasks.


• Basic understanding of security & compliance features.


• Experience with Intune/Endpoint for client issues.


• Familiarity with the Power Platform.


• Any Microsoft certifications (MS-900, MD-102).

Other Details

• Location: Hybrid work model.


• Work Model: Hybrid (3 days/week in office).


• Work Hours: Monthly Rotational Shifts (9 hours).