Role overview

Qualifications

Proven experience in a 2nd or 3rd line support role
Strong hands-on experience with the Microsoft 365 ecosystem
Solid understanding of Identity and Access Management (Microsoft Entra ID / Azure AD)
Experience troubleshooting Windows 10/11 and modern workplace setups

Responsibilities

Act as 2nd/3rd line escalation for M365-related incidents and service requests
Troubleshoot complex issues across Microsoft 365 services, including identity, security, and collaboration
Perform root cause analysis and implement permanent fixes
Administer and support Microsoft 365 services, including Entra ID (Azure AD), Exchange Online, SharePoint Online, OneDrive, Teams, and Intune; manage user lifecycle, licensing, and access control

Key facts

Remote from: Africa
Full time
Technical Support Engineer
English

Other skills

Virtual Teams
Troubleshooting (Problem Solving)
Communication
Problem Solving

About the company

Talent Shore

Talent Shore connects top talent in South Africa with leading recruitment businesses in the United Kingdom, Europe and the United States. We’re proud to be the first offshoring company, focussed on the recruitment sector, with a track record of successfully helping recruitment businesses to scale up through cost-effective talent acquisition and management. For companies, we take the risk out of the offshoring process by supporting your business to effectively scale your operations and maximise the productivity of your teams in the UK, Europe, USA and South Africa. South Africa has an amazing pool of talented and skilled professionals who can help your business grow. For SA employees, we are looking for Recruitment / Talent Acquisition / Admin / Compliance / Accounting specialists of varying levels of skill and experience. The international clients we work with offer excellent salaries, in-country support, professional development and real investment in your career growth. Reach out to our team today.

Company details

Company size11 - 50

Links

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Job description

We’re looking for an experienced 2nd / 3rd Line Support Engineer with a strong focus on the Microsoft 365 stack to support, maintain, and improve our customers’ modern workplace environments. You’ll act as an escalation point for complex issues, take ownership of incidents and problems, and play a key role in improving reliability, security, and user experience across M365 services.

Key Responsibilities

Support & Escalation

Act as 2nd / 3rd line escalation for M365-related incidents and service requests

Troubleshoot complex issues across Microsoft 365 services, including identity, security, and collaboration

Perform root cause analysis and implement permanent fixes

Microsoft 365 Management

Administer and support:

Microsoft Entra ID (Azure AD)

Exchange Online

SharePoint Online & OneDrive

Microsoft Teams

Intune

Manage user lifecycle, licensing, and access control

Implement and maintain Conditional Access and security policies

Security & Compliance

Support and enhance M365 security posture, including:

MFA, Conditional Access, Identity Protection Microsoft Defender (for Office 365, Endpoint, Identity, where applicable)

Assist with compliance features such as retention policies, DLP, and eDiscovery

Identify risks and recommend improvements aligned with best practice

Requirements

Essential

Proven experience in a 2nd or 3rd line support role

Strong hands-on experience with the Microsoft 365 ecosystem

Solid understanding of:

Identity and access management

Microsoft Entra ID / Azure AD

Exchange Online mail flow and security

Experience troubleshooting Windows 10/11 and modern workplace setups

Confident working with PowerShell for administration and troubleshooting

Excellent problem-solving and communication skills

Experience with Intune device management (Windows, mobile devices)

Knowledge of Azure (IaaS / PaaS basics)

Desirable

Experience in an MSP or multi-tenant environment

Microsoft certifications

Familiarity with backup, archiving, or third-party M365 tools