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