L2 MSP Technical Support Engineer (Microsoft 365)

Excello BPO

Excello BPO is hiring a senior Level 2 Systems Engineer to support small and mid-sized US businesses for a US managed IT services provider (MSP).

About the Role

You will serve as the escalation point for technical issues beyond routine Level 1 support, taking ownership from initial investigation through a verified resolution.

Most of the work involves Microsoft 365, Entra ID, Intune, and hybrid Active Directory, along with Windows Server, virtualization, and backup issues across multiple client environments. Solid networking fundamentals are required; deep routing and switching expertise is not the primary focus.

We are looking for someone who works independently, gathers evidence, tests potential solutions methodically, makes safe changes within their authority, confirms results with customers, and documents their work. You will communicate directly with US customers by phone and Microsoft Teams daily.

Key Responsibilities

• Own escalated tickets end to end: collect logs and evidence, identify the root cause, implement safe solutions, confirm resolution with the user, and escalate to senior engineers with clear findings when needed.
• Troubleshoot Exchange Online mail flow using message trace, DNS records (MX, SPF, DKIM, and DMARC), connectors, and third-party email gateways such as Mimecast, Proofpoint, or Barracuda.
• Investigate quarantine, spam, and phishing issues in Microsoft Defender for Office 365.
• Configure and troubleshoot Entra ID Conditional Access and MFA, review sign-in logs, and respond to compromised accounts.
• Support hybrid Active Directory environments, including domain controllers, DNS, Group Policy, and Entra Connect synchronization, with attention to source-of-authority and password synchronization issues.
• Troubleshoot Intune and Autopilot enrollment, device compliance and configuration policies, BitLocker, application deployment, and fleet-wide device issues.
• Support Windows Server, file shares and permissions, DHCP, VPN connections, firewall policies and logs, and printers.
• Resolve failed backups and restore files, systems, and Microsoft 365 data.
• Keep every ticket updated the same day in the PSA, use RMM and remote-support tools, follow client SOPs, and create documentation that Level 1 technicians can reuse.

Requirements

• Three or more years of Level 2 support experience or above at an MSP or IT services company, handling escalations across multiple client environments, ideally supporting US small and mid-sized businesses.
• Senior Level 2 engineers ready to transition into Level 3 are welcome.

Systems and Microsoft Cloud

• In-depth Exchange Online knowledge, including inbound mail flow, MX, SPF, DKIM, and DMARC records, connectors, third-party gateways, and troubleshooting messages that never arrived.
• Hands-on experience with Entra ID Conditional Access, including named locations, exclusions, and report-only testing; MFA; sign-in log investigation; and compromised-account response.
• Experience with Entra Connect synchronization, including identifying where changes must be made and how to initiate and verify synchronization.
• Strong Active Directory fundamentals, including domain controllers, DNS, Group Policy, FSMO roles, and troubleshooting individual or organization-wide login failures.
• Hands-on Intune experience with Autopilot, the Enrollment Status Page, compliance versus configuration policies, BitLocker, and application deployment.
• Windows Server experience with file servers, permissions, DHCP, and DNS, plus working knowledge of Hyper-V or VMware and Azure virtual machines.
• Hands-on experience with business backup solutions such as Veeam, Datto, Acronis, or similar, including restores you have personally performed.
• Ability to read, run, and verify PowerShell scripts for Microsoft 365 and Active Directory administration.

Network and Security Fundamentals

• Experience troubleshooting TCP/IP, DNS, DHCP, VPN connections, firewall rules and logs, wireless networks, and printers.
• Familiarity with firewalls such as FortiGate, SonicWall, or Meraki.
• Ability to distinguish network issues from system issues and provide evidence when handing off to a network specialist.

MSP Experience and Professional Skills

• Experience with a PSA such as ConnectWise Manage, HaloPSA, or Autotask.
• Experience with RMM or remote-support tools such as ConnectWise Automate, ScreenConnect, NinjaOne, or Datto RMM.
• Experience with documentation platforms such as IT Glue or Hudu.
• Strong ticket ownership and SLA awareness, with the ability to prioritize by impact and urgency and keep customers informed.
• A careful approach to changes in live client environments, including validation before deleting, overwriting, or reconfiguring anything and following required approvals.
• Clear escalation documentation covering what you checked, what you found, and what you ruled out.
• Strong spoken and written English: B2 or higher required, C1 preferred. You must be comfortable explaining technical issues to non-technical US users by phone.

Preferred Qualifications

• Microsoft certifications such as MD-102, MS-102, or AZ-104.
• Experience with Microsoft Defender for Endpoint, Purview, or security platforms such as Huntress.
• Advanced Azure or VMware vSphere administration, or Google Workspace experience.
• Experience migrating tenants, mailboxes, or on-premises Exchange environments to Microsoft 365.

This position requires experience supporting complete client environments and resolving issues independently. Candidates whose experience is primarily first-line support or support for a single Microsoft product within a large vendor queue may not meet the scope of this role.

Schedule and Growth

• Full-time schedule during US Eastern business hours, with occasional after-hours work for urgent incidents.
• Direct exposure to US clients, a clear path toward Level 3, and support for Microsoft certifications.

How to Apply

Shortlisted candidates will complete a 45-minute scenario-based technical interview with our team, followed by an interview with the client.