Description

Why WWT?

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe. Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC)-a
collaborative ecosystem featuring state-of-the-art hardware and software-WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities. With more than 14,000 team members and over 60 locations globally, WWT's culture-grounded in core values and leadership philosophies-has been recognized by Fortune® and Great Place to Work
for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada. Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Solutions Consulting & Engineering (SC&E) Team and why join?

Solutions Consulting & Engineering is an organization that is Customer Focused and Solutions Led. We deliver end-to-end (E2E) and emerging solutions to drive customer satisfaction, increase profitability and growth. Our success is enabled by our world-class management consulting, delivery excellence and engineering brilliance. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer's problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients' most complex challenges.

What will you be doing?

We are seeking a Level 3 Microsoft Support Engineer to join our Day 2 Operations team. This role focuses primarily on providing advanced-level technical support for Microsoft Azure and M365 infrastructure services, including incident resolution, service requests, and. You will collaborate with Tier 1 and Tier 2 engineers, and vendor support teams to ensure efficient issue resolution and exceptional service delivery.

Candidates for this role must demonstrate strong, practical, hands-on experience working within the Microsoft 365 and Azure ecosystem. This includes the ability to support, troubleshoot, and administer Azure and M365 resources in a production environment and understand underlying architecture fundamentals, dependencies, and operational best practices. Engineers should be capable of analyzing issues end‑to‑end across the various Microsoft Workplace product suites, including: identity, governance, and security layers.

Responsibilities:

Microsoft Tier 3 Support (M365 and Azure)

• Troubleshoot, support and resolve complex incidents across Microsoft 365 Environments (Exchange Online, Teams, Sharepoint, etc.), working independently as the final escalation point for customer incidents.
• Support Azure identity & access configurations, including Azure AD roles, permissions, MFA, conditional access, and identity troubleshooting.
• Lead end-to-end incident resolution efforts, including performing thorough RCA on major issues and implementing/documenting effective solutions and outcomes.
• Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution.

Service Requests & Operational Tasks

• Assist with the technical implementation and troubleshooting of Intune, Autopilot, MS Defender, and AVD solutions based on client requirements and needs.
• Assist in maintaining the health of client MEM/MDM environments on an on-going basis.
• Provide guidance and mentorship where needed.
• Document troubleshooting steps, environment details, and resolutions in the ticketing system.

Workflow & Team Responsibilities

• Manage ticket queues, triage incoming work, and distribute tickets to maintain balanced workload distribution.
• Conduct daily ticket quality reviews to ensure correct categorization, compliance, and SLA adherence.
• Assist with P1 case handling by gathering technical details, executing action items, and providing timely updates.
• Open and manage Microsoft support tickets with accurate tracking and communication.
• Collaborate with Tier 1 and 2 engineers for knowledge transfer and escalations.

Customer Engagement

• Communicate clearly and professionally with customers to gather details, deliver updates, and guide them through troubleshooting.
• Ensure timely, customer focused interactions that uphold service excellence.
• Assist during the onboarding of clients with the configuration and setup of relevant systems, processes and policies to ensure that critical information is gathered.

Process & ITIL Compliance

• Follow ITIL aligned incident, problem, and change management processes.
• Contribute documentation, knowledge base updates, and operational improvements.
• Participate in peer training, skill development, and team growth activities.
• Responsible for resolving tickets, updating knowledge articles, problem management bringing tickets to full resolution.
• Document, implement and test changes in accordance with Change Management procedures.
• Escalate potential problems and client support issues to management or third-party vendors as per SLA contract.
• Maintain and improve technical documentation associated with supported client environments.

Qualifications:

• Experience: 7+ years of experience in a technical support role focused on Microsoft Azure and Microsoft 365 services.
• Troubleshooting Skills: Strong problem-solving abilities with a proven ability to lead complex troubleshooting efforts, perform thorough Root Cause Analysis (RCA), and clearly document resolution steps.
• Independent Ownership: Self-motivated and able to work independently with minimal supervision, taking ownership of complex issues and driving them to resolution.
• ITIL Knowledge: Familiarity with ITIL best practices (Incident, Problem, Change Management) and experience integrating these processes into day-to-day support operations.
• On-Call Availability: Flexibility to be part of an on-call rotation for after-hours (and occasional weekend) support when required.
• Escalation Handling: Proven experience creating, escalating, and managing support cases with Microsoft to drive complex issues to resolution.
• Microsoft EMS (Enterprise Mobility + Security) experience (must have).
• Hands-on experience with PowerBI / PowerAutomate / Graph / CoPilot (must have).
• Experience with engaging Microsoft Support, GDAP, Partner Center and Azure Lighthouse.
• Experience troubleshooting Conditional Access policy issues (must have).
• Experience with Mobile Device Management solutions (Intune).
• Experience configuring and managing Windows Autopilot deployments and configuration.
• Experience configuring and troubleshooting Exchange Online / O365 (must have).
• Experience working with Microsoft Defender in an enterprise IT environment.
• Experience troubleshooting Microsoft Azure Virtual Desktop environments.
• Strong, hands-on experience with Microsoft Server and products.
• Knowledge or desire to develop skills and knowledge related to Cloud platforms, such as Azure, AWS or Google Cloud Platform.
• 5+ years' experience supporting clients (Internal or external) via phone, email, or desk side.
• Experience with Windows Server.
• Experience with Active Directory / Entra ID.
• Experience with PowerShell.
• Experience working within a 24x7 technical support environment.

Preferred Qualifications

• Azure certifications such as AZ‑900or AZ‑104 (or actively pursuing).
• Modern workplace certifications such as MD-102, MS-102 or
• Experience using PowerShellfor Azure or M365 automation.
• Familiarity with hybrid identityand Azure AD Connect.
• Understanding of ITILand ITSM frameworks.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best.

We offer the following benefits to all full-time employees:

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program.
• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
• Additional Perks: Employee Assistance Program, Employee Discount Program and more!

Note: This is not an all-encompassing list and should not be used as a complete description of the plan's benefits.

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for allI you require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know.

The recruiter will work with you to understand you needs and help ensure an accessible experience throughout the interview process.

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