Customer Service Technician II
Job Overview
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.
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).