Senior Microsoft 365 Operations Specialist

Technical Delivery

Second Level operational support for Microsoft 365 within clearly defined boundaries:

M365 Second Level Support

• Incident and service request handling

• Analysis of user issues (authentication, access, permissions)

• Troubleshooting in Teams, SharePoint, OneDrive, Outlook

• Documentation and structured escalation

• Execution of standard changes based on approved runbooks

Security / Defender – Triage & Basic Response

• Participate in global support reviews

• Work within agile delivery models (Kanban / Scrum)

• Review and triage of alerts and incidents

• Prioritization and classification

• Incident documentation and assignment

• Analysis of risky sign-ins

• Execution of predefined immediate actions (e.g. password reset, MFA reset, session revoke)

SharePoint / Teams Support

SharePoint

• Permission analysis

• Structure validation

• Management of SharePoint groups

• Support for minor configuration adjustments

Teams

• Management of team memberships and channels

• Permission analysis

• Review of apps and policies (read-only)

• Teams Rooms health checks

• Device assignment verification

• Teams Phone Component Monitoring

Teams Telephony (Operational Support)

• Assignment of phone numbers

• Troubleshooting call-related issues

• Voicemail and call forwarding adjustments

• Delegation and call group configuration

• Analysis of CQD and call logs

• Verification of Operator Connect and Direct Routing status

Identity / Entra ID

• User management

• Group management (non-privileged groups)

• Password and MFA reset

• Sign-in log analysis

• Session revoke actions

• Read-only Conditional Access impact analysis

Enterprise Apps / App Registrations

• Creation of app registrations

• Management of application owners

• Creation and renewal of secrets

• Certificate management (upload/renewal)

• Maintenance of redirect URIs

• Troubleshooting authentication issues

• Sign-in log analysis

Power Platform

• Troubleshooting of apps and flows

• Log analysis

• Review of sandbox environments

Exchange Online

• Message trace and mail flow analysis

• NDR analysis

• Quarantine review (read-only)

• Shared mailbox management

• Distribution group management

• Alias and SMTP address maintenance

• Mailbox permission management

• Mobile device removal

• Forwarding and out-of-office analysis

Copilot (Support & Analysis)

• Troubleshooting Copilot-related issues

• License status verification (read-only)

• Access issue analysis

• Review of agent logs

• Client-side troubleshooting

• Usage metrics review

Labels (Sensitivity & Retention)

• Analysis of labeling issues

• Troubleshooting encryption-related problems

• Retention behavior analysis

• Client-side label error investigation

Audit & Monitoring

• Unified Audit Log analysis

• Service activity log review (M365 services)

• Teams call log analysis

• Use of logs for incident investigation

• Documentation and escalation

Collaboration Services

M365 Groups

• Member and owner management

• Group structure analysis

• Teams ↔ M365 Group relationship checks

Planner / Loop / Search

• Permission issue analysis

• Sync issue troubleshooting

• Search and indexing issue analysis