Customer Service Technician II

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 SummaryWe 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).

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.