Job Mode: Contractual Job
Work Mode: Night shift (Work from Office)
Preferred: Candidates with prior experience handling US clients.
A senior-level role that involves designing, developing, and implementing Office 365 solutions. This role requires extensive knowledge of Office 365 services and solutions, as well as experience in implementing them.
The L3 Engineer – Managed Services is responsible for advanced support and engineering across Microsoft 365, Exchange (Online & On-Premises), and Email Security platforms in a multi-tenant MSP environment. The role serves as the final escalation point, owning complex incident resolution, security hardening, and change execution while ensuring high service quality, compliance, and customer satisfaction.
- Act as the L3 escalation point for complex issues across:
- Exchange Online & Exchange Server (On-Prem/Hybrid)
- Microsoft Teams, SharePoint Online, OneDrive
- Microsoft Defender (Office, Endpoint, Identity)
- Intune (Endpoint Management)
- Perform advanced troubleshooting, root cause analysis (RCA), and long-term remediation.
- Support Exchange Hybrid scenarios, mail flow, transport rules, retention, and eDiscovery.
- Investigate and remediate email security incidents (phishing, malware, spoofing) using Mimecast and M365 Defender.
- Implement and maintain security controls:
- Defender for Office 365 (Safe Links/Attachments, Anti-Phishing)
- Endpoint and Identity protection features
- Support data protection and compliance:
- DLP, retention, records management, audit logs
- Conduct tenant security posture reviews and periodic hardening.
- Provide operational support for Entra ID (Azure AD) including MFA and Conditional Access troubleshooting (design ownership not required).
- Administer Intune device configuration, compliance, and security baselines.
- Own end-to-end change management: impact analysis, risk mitigation, testing, execution, and rollback plans.
- Maintain SOPs, runbooks, and technical documentation.
- Track Microsoft 365 service updates and assess customer impact.
- Drive efficiency through PowerShell automation and process improvements.
- Communicate effectively with customers, leadership, and internal teams.
- Produce incident postmortems, weekly service reviews, and operational summaries.
- Mentor L1/L2 engineers and support workload prioritization.
- Participate in on-call rotations and major incident management.
- 6–10 years in Enterprise IT or Managed Services with 3+ years in L3 support
- Strong hands-on experience with:
- Exchange Online & Exchange Server (On-Prem/Hybrid)
- Microsoft 365 core workloads
- Mimecast or similar email hygiene platforms
- Microsoft Defender, Intune, PowerShell
- Working knowledge of Entra ID (Azure AD).
- Strong understanding of mail flow, DNS, SPF/DKIM/DMARC, OAuth/SAML.
- Experience with ITIL Incident, Problem, and Change Management.
- Excellent written and verbal communication skills.
- Microsoft certifications (MS-102, SC-200/300/400), ITIL v4
- Experience in large MSP or multi-tenant environments
- Flexibility Required: On-call and after-hours support for major incidents and critical changes
