M365 Support Engineer

Overview

The Remote Support Engineer will provide advanced (L2+) remote technical support across multiple customer environments within a Managed Service Provider (MSP) setting. They will act as the escalation point for service desk engineers, delivering timely resolution of Microsoft 365, endpoint management, identity and modern workplace issues, while ensuring an exceptional customer experience. This role requires strong troubleshooting capability across diverse customer configurations, confidence working in multi-tenant environments, and a proactive mindset to prevent repeat incidents and improve service delivery. A successful candidate for this position will be able to demonstrate proficiency with the customer support and troubleshooting of Microsoft technologies along with excellent documentation and communication skills.

Responsibilities

Incident & Request Management Serve as the primary escalation point for service desk tickets across multiple customers Diagnose, triage and resolve issues involving: Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) Windows 10/11 client devices MDM/MAM policies via Microsoft Intune Identity/access problems in Azure AD/Entra ID Take ownership of incidents through to closure, ensuring SLA compliance and quality outcomes Escalate effectively to engineering teams with clear technical detail where required Tenant & Platform Support Manage and support multiple M365 tenants concurrently Assist with administration, configuration changes, and policy updates across customer estates Support onboarding and offboarding activities (users, devices, licensing) Monitor and maintain endpoint compliance, patch status and configuration posture Deploy or remediate devices using Autopilot and Intune Collaboration, Documentation & Continuous Improvement Work closely with service desk engineers to provide mentoring, guidance, and ticket coaching Document resolutions, process improvements and add to shared knowledge bases Identify recurring issues across customers and propose service improvements Assist with light project work — migrations, upgrades, pilot rollouts, security uplift Support customer communications and provide succinct verbal and written updates Customer & Service Focus Deliver exceptional customer experience across multiple organisations and user types Communicate status updates and technical detail professionally and confidently Ensure ticket hygiene, documentation, time logging and SLA adherence

Qualifications

Proven experience in a remote support/service desk role, ideally within an MSP Hands-on experience supporting Microsoft 365 users and services Strong troubleshooting capability across M365 workloads and Windows endpoints Familiarity with Intune policy management, device enrolment and remediation Understanding of identity-based security (MFA, Conditional Access policies) Ability to work across multiple tenants efficiently and securely Clear communicator able to translate technical issues into business language Good time and workload management — comfortable juggling priorities Experience working to SLAs and logging time accurately, working under an ITIL mehodology Desirable Skills Experience with: Autopilot deployments Microsoft Defender Microsoft Copilot Google Workspace and GCP Basic PowerShell for administration Understanding of monitoring, RMM or service tooling used in MSP environments Experience in escalation Apply To This Job