Level 3 Support Engineer

Key Details:

• Position: Office 365 Level 3 Support Engineer
• Location: Onsite
• Department: O365 Support (including Security)
• Reports To: Service Delivery Manager
• Employment Type: Full-time

This role is critical to strengthening our ability to support enterprise clients with complex Microsoft 365 environmentsparticularly in areas of security, identity, compliance, and incident resolution. The ideal candidate will have deep expertise in Azure AD (Entra ID), Microsoft Defender suite, PowerShell automation, and security best practices (e.g., Conditional Access, MFA, DLP), along with hands-on experience in large-scale M365 deployments.

Ive included the full job description below for your reference and submission to the recruitment team/platform:

About the Role

As a Level 3 Office 365 Support Engineer within Dwell Technologies O365 Support & Security team, you will serve as the highest tier of technical expertise for Microsoft 365 cloud services. Youll investigate, diagnose, and resolve the most complex and critical incidents escalated from Level 1 and Level 2 supportwith a strong focus on security, compliance, and identity protection. Reporting to the Service Delivery Manager, youll ensure the stability, performance, and security of our enterprise clients Microsoft 365 environments while championing operational excellence and continuous service improvement.

Key Responsibilities

• Deliver expert-level troubleshooting and resolution for advanced Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, Microsoft Teams, Azure AD (Entra ID), Microsoft Defender suite, and Intune.
• Lead root cause analysis (RCA) for high-severity security or service-impacting incidents and implement permanent fixes.
• Configure, monitor, and optimize M365 security controls such as Conditional Access, Multi-Factor Authentication (MFA), Identity Protection, Data Loss Prevention (DLP), Safe Links/Attachments, and audit logging.
• Develop and maintain PowerShell scripts and Microsoft Graph API integrations to automate security enforcement, user lifecycle management, and compliance reporting.
• Partner directly with Microsoft Premier/Unified Support and third-party vendors to escalate and resolve platform-level or security-related issues.
• Review and harden tenant configurations against industry standards and compliance frameworks (ISO 27001, GDPR, NIST).
• Mentor Level 1 and Level 2 engineers on secure configuration practices and security-aware troubleshooting methodologies.
• Participate in Change Advisory Boards (CAB) and contribute to risk assessments for all M365-related changes.
• Proactively monitor Microsoft 365 Service Health and Microsoft Defender for Office 365 alerts to mitigate threats and prevent service disruptions.
• Participate in an on-call rotation to respond to critical after-hours incidents affecting business continuity or security posture.

Required Qualifications

• 4+ years of hands-on experience supporting Microsoft 365 in enterprise environments (1,000+ users).
• Proven expertise in Microsoft 365 security and identity services: Azure AD/Entra ID, Conditional Access, MFA, Privileged Identity Management (PIM), Defender for Office 365, Defender for Identity, and Microsoft Secure Score.
• Advanced PowerShell scripting skills for automation, reporting, and remediation in M365 environments.
• Strong understanding of data governance, compliance, and information protection (eDiscovery, retention policies, sensitivity labels).
• Experience investigating and responding to security alerts, compromised accounts, and phishing campaigns within M365.
• Solid knowledge of hybrid identity solutions (Azure AD Connect, federation) and cloud authentication protocols (SAML, OAuth).
• Excellent communication, documentation, and stakeholder management skills.
• Ability to work onsite during core business hours and participate in on-call support as required.

Preferred Qualifications

• Microsoft certifications such as:
  • Microsoft Certified: Security Operations Analyst Associate
  • Microsoft Certified: Microsoft 365 Enterprise Administrator Expert
  • Microsoft Certified: Identity and Access Administrator Associate
• Experience with SIEM integration (e.g., Microsoft Sentinel) or third-party security tools.
• Familiarity with ITIL-based service delivery, incident, and problem management processes.