L1 & L2 Support Engineer (Microsoft 365)

About the role

We are looking for a Support Engineer to join KNOATIV’s office‑based IT team. The role combines Level‑1 and Level‑2 responsibilities, acting as the first point of contact for users while also handling deeper technical escalations within Microsoft 365 environments for both KNOATIV and its clients.

Key responsibilities

• Provide responsive technical support to internal staff and client end‑users via phone, email, ticketing system and remote tools.
• Log, categorize, prioritize and resolve incidents and service requests, maintaining clear documentation.
• Administer Microsoft 365 services – user and license management, Exchange Online, Teams, SharePoint, OneDrive.
• Manage accounts, groups, permissions and password resets in Microsoft 365 and Azure AD/Entra ID.
• Troubleshoot Windows desktops, laptops, common business applications, printers and basic network connectivity.
• Meet or exceed SLA response and resolution targets and keep users informed of progress.
• Escalate complex issues appropriately and contribute to a shared knowledge base.
• For L2: handle advanced administration, mail flow, security/compliance settings, conditional access and MFA troubleshooting; mentor L1 staff.

Required profile

• Proven hands‑on experience in an IT support or service‑desk role, preferably in an MSP or multi‑client environment.
• Strong English communication skills and a customer‑first attitude.
• Ability to work onsite in a collaborative team setting.

Required skills

• Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive).
• Azure AD / Entra ID user and group management.
• Windows desktop and laptop troubleshooting.
• Basic networking and printer support.
• Ticketing systems and remote support tools.