Level 2 MSP Technical Support Engineer (Microsoft 365)

About the role

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). You will be the escalation point for issues beyond routine Level 1 support, owning them from initial investigation through a verified resolution. Most work covers Microsoft 365, Entra ID, Intune and hybrid Active Directory, plus Windows Server, virtualization and backup issues across several client environments. 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, find 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, DMARC), connectors and third-party 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, including domain controllers, DNS, Group Policy and Entra Connect synchronization.
• Troubleshoot Intune and Autopilot enrollment, device compliance, BitLocker, application deployment and fleet-wide device issues.
• Support Windows Server, file shares, permissions, DHCP, VPN, 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 document work so Level 1 technicians can reuse it.

Required profile

• 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 for US small and mid-sized businesses.
• Senior Level 2 engineers ready to move into Level 3 are welcome.
• Ability to explain technical issues to non-technical US users by phone; strong spoken and written English (B2 or higher, C1 preferred).
• Preferred: Microsoft certifications such as MD-102, MS-102 or AZ-104, and experience migrating to Microsoft 365.

Required skills

• Exchange Online, Entra ID Conditional Access and MFA, Entra Connect, Active Directory, Intune and Autopilot.
• Windows Server, Hyper-V or VMware, and backup tools such as Veeam, Datto or Acronis.
• PowerShell for Microsoft 365 and Active Directory.
• TCP/IP, DNS, DHCP, VPN, firewall basics and printer troubleshooting.
• PSAs such as ConnectWise Manage, HaloPSA or Autotask, and RMM tools such as ConnectWise Automate, ScreenConnect or NinjaOne.

Schedule is full-time during US Eastern business hours, with occasional after-hours work for urgent incidents. Shortlisted candidates complete a 45-minute scenario-based technical interview, followed by an interview with the client.