Job Description

Required Country Location: India - Remote Work from Home
Role: Senior Azure & Microsoft 365 Support Engineer
Duration: 90 or 180 days Contract to Hire in India
No 3rd parties or Corp 2 Corp
Our client in India is looking to hire a highly skilled Tier 3/4 Support Engineer to join our team (on a 90 or 180 contract to hire basis in Costa Rica) as the final escalation point for enterprise-grade cloud support. In this senior role, you'll own the most challenging incidents from start to finish--bringing deep technical expertise, critical thinking, and a customer-first mindset to every interaction.
You'll work independently to resolve advanced issues across Microsoft Azure infrastructure and Microsoft 365 services, lead Root Cause Analyses, and ensure each solution not only solves the problem but improves our customers' environments long-term.
What You'll Do
Be the Expert: Troubleshoot and resolve advanced issues in Microsoft Azure (VMs, Storage, Networking, VPN, ExpressRoute) and Microsoft 365 (Exchange Online, Teams, SharePoint Online).
Own the Outcome: Lead the full incident lifecycle, from triage to root cause analysis, resolution, and documentation.
Drive Escalations: Engage with Microsoft Support to escalate and resolve critical issues, acting as a liaison for our customers.
Ensure Stability: Apply ITIL practices (Incident, Change, Problem Management) to bring structure and reliability to your work.
Support on All Fronts: Join an on-call rotation to provide expert support during off-hours for critical incidents.
Communicate with Confidence: Keep customers and stakeholders informed with clear, proactive updates throughout the support process.
Share Knowledge: Document every step, from diagnostics to resolution, to strengthen our team's knowledge base.
What You Bring
7+ years in technical support roles, with significant experience in Azure and Microsoft 365 environments.
Deep hands-on knowledge of Azure infrastructure services--VMs, Storage, Networking, VPN, ExpressRoute.
Expertise in supporting Microsoft 365 workloads including Exchange Online, SharePoint Online, and Teams.
Strong Root Cause Analysis and problem-solving skills--you're not just fixing symptoms; you're fixing the problem.
Experience managing high-priority vendor escalations and engaging directly with Microsoft Support.
Familiarity with ITIL practices and integrating them into daily operations.
A self-starter mindset--you take initiative, work independently, and follow through until the job is done.
Flexibility to support on-call rotations and critical after-hours incidents.
Bonus Points
Microsoft Certifications: Azure Administrator (AZ-104) or equivalent.
PowerShell proficiency for scripting, automation, and troubleshooting.
In-depth experience with Microsoft 365 administration across all core services.
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