Senior Support Engineer - Microsoft

We are seeking a highly skilled and experienced Senior Support Engineer to lead the resolution of complex technical issues across Microsoft platforms. This role involves deep technical troubleshooting, mentoring junior engineers, and collaborating with cross-functional teams to ensure service excellence. The ideal candidate will have a strong background in Microsoft technologies, excellent communication skills, and a proactive approach to problem-solving.

Responsibilities

• Own and resolve escalated technical issues related to Microsoft 365, Azure, Windows Server, and Active Directory.
• Perform root cause analysis and implement long-term solutions to recurring problems.
• Collaborate with Microsoft Premier Support and internal engineering teams for critical issue resolution.
• Develop and maintain technical documentation, SOPs, and knowledge base articles.
• Mentor and guide L1 and L2 support engineers, fostering a culture of continuous learning.
• Lead incident response for high-impact outages and participate in on-call rotations.
• Contribute to system design reviews and provide input on infrastructure improvements.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support, with at least 2 years in a senior or escalation role.
• Deep expertise in Microsoft 365, Azure AD, Intune, Windows Server, and PowerShell scripting.
• Strong understanding of networking concepts (DNS, DHCP, VPN, TCP/IP).
• Experience with ITSM tools (e.g., ServiceNow, Jira) and ticket lifecycle management.
• Preferred certifications: Microsoft Certified: Azure Administrator Associate (AZ-104), Microsoft Certified: Modern Desktop Administrator Associate, and Microsoft Certified: Azure Solutions Architect Expert