Job description for L2 - Microsoft 365 Products at Solutionlabs Grup Indonesia
Requirements
- Minimum 2–5 years of experience in Microsoft Infrastructure, Cloud Support, System Administration, or a related role.
- Hands-on experience with Microsoft 365, Active Directory, and Microsoft Entra ID.
- Experience in Exchange Online and/or Exchange Server administration.
- Knowledge or experience in SQL Server Clustering, high availability, and troubleshooting.
- Experience with Microsoft Power Apps or Power Platform.
- Strong troubleshooting, root cause analysis, and problem-solving skills.
- Familiar with IT service management processes and SLA-based incident handling.
- Good communication and customer-facing skills.
- Able to prepare technical documentation and troubleshooting reports.
- Able to work independently as well as collaborate with internal teams, vendors, and customers.
Job Description
- Provide L2 technical support and troubleshooting for Microsoft 365, Active Directory/Entra ID, Exchange, SQL Server Clustering, and Power Apps.
- Conduct technical investigation, root cause analysis, configuration, and issue resolution.
- Handle incidents and service requests in accordance with agreed SLA.
- Coordinate and escalate complex issues to L3 teams, vendors, or principals when required.
- Communicate issue status, findings, resolutions, and next actions to customers and internal stakeholders.
- Provide technical consultation and recommendations based on customer requirements and identified issues.
- Recommend system improvements, optimization, preventive actions, and Microsoft best practices.
- Identify technical risks and propose preventive or corrective actions.
- Participate in technical discussions and customer meetings when required.
- Maintain technical documentation, troubleshooting records, incident reports, and knowledge base.
- Conduct knowledge sharing with internal teams and/or customers as required.
