L2 Support Specialist

Job Description

Responsibilities and Duties Act as an escalation point for Level 1 support, owning complex or high-priority tickets through to resolution. Diagnose and resolve advanced technical issues involving Microsoft 365 (cloud and hybrid), Active Directory/Azure AD, and CoreView configuration scenarios. Differentiate between product defects, configuration issues, and usage questions, and work closely with Product and Development teams on confirmed defects. Identify and escalate priority issues, and help design and implement proactive processes to prevent recurrence (e.g., KB updates, training). Assist in testing resolved issues and bug fixes prior to release, providing feedback to Product and Engineering. Maintain ongoing, clear communication with customers on complex issues, including interim updates, workarounds, and next steps. Develop and maintain advanced product knowledge resources/documentation such as in-depth “How To” guides, troubleshooting playbooks, and user manual updates. Occasionally build training materials and coach the support team to ensure consistent, high-quality service on more complex topics. Adhere to the organization's information security policy and requirements, including incident reporting, access controls, and secure handling of customer information. Provide guidance and informal mentoring to Level 1 team members on complex technical topics and best practices. Qualifications and Skills Proficient in English (written and verbal). At least 2 years of experience as a Microsoft Administrator. Microsoft certifications are a plus (e.g., Azure Administrator Associate, Microsoft 365 Certified: Administrator Expert, Identity and Access Administrator) Strong analytical and problem-solving skills, with proven experience distinguishing development issues from configuration/support issues. Solid experience with service management tools (e.g., Freshdesk, Zendesk, ServiceNow, or similar) and ITIL-oriented practices. Advanced knowledge of Microsoft 365 services across cloud-only and hybrid infrastructures (e.g., Exchange Online/On-Prem, SharePoint, Teams, Entra ID/Azure AD). Strong knowledge of Active Directory, Azure Active Directory, and synchronization processes (e.g., Microsoft AD Connect). Hands-on experience with management tasks in Microsoft Exchange in on-premises and hybrid environments. Experience creating clear internal and customer-facing documentation for complex technical topics. Experience collaborating with Product/Engineering teams on escalations, bug reports, and feature clarifications is a plus. Project management skills and experience leading small initiatives (e.g., tooling improvements, documentation projects, training rollouts) are a plus.