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