L2 Support Engineer

Description

Job Summary: Provide autonomous L2 technical support for Microsoft 365 and Azure, resolving incidents independently and contributing to continuous process improvement. Key Highlights: 1. Autonomous L2 technical support for Microsoft 365 and Azure 2. Incident resolution for Exchange, Teams, SharePoint, OneDrive, and Entra ID 3. Ticket management and documentation, with a focus on continuous improvement **Job Description** **What You'll Do** * Provide L2 technical support for Microsoft 365 and Azure, autonomously resolving the majority of incidents. * Diagnose and resolve incidents in Exchange Online, Teams, SharePoint, OneDrive, and Entra ID. * Support Microsoft 365 Apps (installation, activation, and configuration). * Perform troubleshooting in Azure (Virtual Machines, basic networking, storage, and access control). * Conduct initial connectivity diagnostics and validations of permissions and RBAC. * Manage and document tickets clearly and accurately, escalating only when necessary. * Contribute to documentation, best practices, and continuous improvement of support processes. **About You** * Technical education or degree in IT, Systems, Engineering, Data, or related fields. * 1–3 years of experience in IT support roles with direct exposure to Microsoft 365 and/or Azure. * Ability to independently resolve incidents, with strong ownership mindset. * Experience in enterprise environments or MSPs (preferred). * Solid knowledge of Microsoft 365 and foundational security concepts (MFA, basic Conditional Access). * Practical experience using the Azure Portal (VMs, networking, and storage). * Proficiency with ticketing tools (Freshservice, ServiceNow, Jira, or similar). * Basic PowerShell knowledge (valued). * Microsoft certifications such as MS-900, AZ-900, MS-102, or AZ-104 (preferred). * Strong time management skills, customer orientation, and ease working with technical documentation. Location: San Borja – NQPER, San Borja, Lima, Peru