Job Description

Job Title : Customer Service Technician II (CST 2)
Job Location : (To be filled by the HR team)
Shift : Night Shift / 24*7 (as per the requirement)
Experience : 2- 3 years
Job Summary
We are seeking a skilled and customer-focused Microsoft 365 Frontline Support Technician to provide Tier 1 support for M365 services, with a strong emphasis on Licensing, Exchange Online and mail flow troubleshooting. The ideal candidate will assist admins in resolving issues related to email, Teams, licensing, and mobile access.
Key Responsibilities

• - Provide first-line support for Microsoft 365 services including Outlook, Emails, Teams and OneDrive.
• - Manage user provisioning and license assignment.
• - Troubleshoot Exchange Online issues such as mailbox access, mail delivery failures, and spam filtering.
• - Perform message traces and interpret Non-Delivery Reports (NDRs).
• - Assist with mail flow configuration and routing (MX records, SPF/DKIM/DMARC).
• - Support shared mailbox and resource mailbox setups.
• - Apply and troubleshoot mail flow rules and transport policies.
• - Escalate complex issues further as per the requirements.
• - Document solutions and contribute to knowledge base articles.
• - Provide training and guidance to frontline users on mobile and web access.

Required Skills & Qualifications

• 2-3 years of experience in IT support, preferably in Microsoft 365 environments.
• - Strong understanding of Exchange Online and mail flow architecture.
• - Strong understanding of Microsoft 365 licensing models.
• - Knowledge of security and compliance features in Microsoft 365 (DLP, retention policies, audit logs).
• - Basic understanding of Microsoft Entra ID (Azure AD), Intune, and Teams administration.
• - Excellent troubleshooting and communication skills.
• - Ability to work in a fast-paced, shift-based support environment.

Soft Skills

• - Customer service orientation and empathy.
• - Clear verbal and written communication.
• - Team collaboration and adaptability.
• - Problem-solving mindset.

Preferred Certification

• Microsoft 365 Certified: Fundamentals (MS-900).

Skills Required