Microsoft 365 Support Engineer – India
This role is an initial 6-month Fixed-Term Contract with the potential to convert to permanent employment, subject to individual performance evaluations, business requirements, and management approval. Transition to a permanent role is not guaranteed.
Position Overview
We are seeking a skilled Microsoft 365 Support Engineer to join our global managed services team and support customers across India and European business hours. This hands-on role is an extension of Inviso’s Service Caf and is focused on Microsoft 365 and Windows 365 support, including ticket triage, migration activities, user support, and escalation management.
The ideal candidate will have hands-on experience supporting Microsoft 365 environments and be comfortable working within structured runbooks, checklists, and IT service management processes. This person will own incoming requests through initial diagnosis and resolution, assign or escalate more complex issues to Level 2 and Level 3 teams, and ensure clear documentation and seamless handoffs across our follow-the-sun support model.
This is a role for someone who is dependable, technically curious, and comfortable working independently while collaborating with teams across India, Europe, and the United States.
Key Responsibilities
- Provide Microsoft 365 support as part of Inviso’s follow-the-sun Service Caf model, primarily supporting India and European business hours.
- Monitor and manage a dedicated Windows 365 migration and support queue in ServiceNow.
- Perform Level 1 triage and initial troubleshooting for Microsoft 365, Windows 365, identity, endpoint, and related user issues.
- Own incoming tickets through initial diagnosis, documentation, resolution, assignment, or escalation.
- Execute Windows 365 migration, provisioning, and validation activities using established runbooks, checklists, and deployment procedures.
- Support Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, Intune, Entra ID, Defender, and Windows 365.
- Perform common identity and access tasks including user provisioning, licensing, MFA, group membership, access troubleshooting, and Conditional Access troubleshooting.
- Troubleshoot endpoint enrollment, application deployment, device compliance, connectivity, authentication, and Cloud PC issues.
- Follow documented troubleshooting procedures and escalate Level 2 and Level 3 issues with complete diagnostic information and clear documentation.
- Coordinate ticket handoffs between India, European, and U.S. support teams to maintain continuity across time zones.
- Maintain accurate ticket status, troubleshooting notes, resolution details, and service documentation in ServiceNow.
- Identify recurring incidents and recommend updates to runbooks, knowledge articles, checklists, and support procedures.
- Assist with Microsoft 365 and Windows 365 migration activities, testing, validation, and end-user readiness.
- Monitor and administer Microsoft 365 services using appropriate admin, security, compliance, and endpoint management centers.
- Communicate clearly and professionally with end users, customers, and internal technical teams.
- Participate in training and knowledge-sharing activities to expand Microsoft 365 and Windows 365 support capabilities.
- Identify opportunities to improve support processes through automation, documentation, and repeatable solutions.
Required Skills and Qualifications
- 2+ years of experience supporting Microsoft 365, end-user computing, cloud services, or an IT service desk environment.
- Hands-on experience supporting Microsoft 365 services such as Exchange Online, Teams, SharePoint Online, OneDrive, Intune, and Entra ID.
- Experience supporting Windows endpoints and troubleshooting authentication, device, application, and connectivity issues.
- Familiarity with Windows 365 or other virtual desktop technologies; direct Windows 365 experience strongly preferred.
- Experience working with ServiceNow or a comparable ITSM and ticketing platform.
- Understanding of IT service management practices including ticket ownership, prioritization, escalation, SLAs, and incident management.
- Working knowledge of Microsoft 365 administration, user provisioning, licensing, MFA, identity, device management, and access controls.
- Ability to follow technical runbooks and checklists while applying independent troubleshooting and judgment when appropriate.
- Strong troubleshooting and problem-solving skills with the ability to collect, analyze, and clearly document information before escalation.
- Clear written and verbal English communication skills for working with end users and technical teams across India, Europe, and the United States.
- Comfortable working independently during assigned support hours while collaborating with geographically distributed teams.
- Basic PowerShell experience preferred.
- Familiarity with Microsoft Defender, Conditional Access, and Microsoft 365 security and compliance capabilities preferred.
- Experience with Windows 365 migrations, Intune-managed environments, or Cloud PC deployments preferred.
- Microsoft certifications preferred, including MS-900, MD-102, MS-102, or SC-300.
- Experience working within an MSP, managed services, or multi-client support environment preferred.
Benefits:
Inviso India provides health coverage for our employees, spouses and dependants, along with term life insurance, provident fund contributions, casual leave and earned/paid leave. In addition to the base pay, Inviso provides an annual training allowance to all of its employees to encourage continuous learning.
Why Inviso?
- Our Culture & Values are who we are.
- We pair high standards with a people-first culture. Our low attrition, strong average tenure, and long-standing team members who have built careers here for 10, 15, and even 20 years say a lot about the kind of company Inviso is.
- We are a true meritocracy. If you bring curiosity, ownership, and results, you will find real opportunity here, without unnecessary politics or artificial ceilings.
- For more than 20 years, Inviso has built a trusted, deeply established partnership with Microsoft. As a top-rated supplier and Managed Partner with recognized credentials, we give our teams the chance to contribute to meaningful work with one of the world’s most influential technology ecosystems.
