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 act as 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.
• Strong spoken and written English (B2 or higher, C1 preferred); able to explain technical issues to non-technical US users by phone.
• Ability to read, run and verify PowerShell scripts for Microsoft 365 and Active Directory.

Required skills

• Exchange Online, Entra ID Conditional Access and MFA, Entra Connect synchronization, Active Directory, Intune and Autopilot.
• Windows Server, Hyper-V or VMware and Azure VMs.
• Backup solutions such as Veeam, Datto or Acronis, including restores.
• TCP/IP, DNS, DHCP, VPN, firewall rules and logs; familiarity with FortiGate, SonicWall or Meraki.
• PSA (ConnectWise Manage, HaloPSA or Autotask), RMM (ConnectWise Automate, ScreenConnect, NinjaOne or Datto RMM) and documentation platforms (IT Glue or Hudu).
• Preferred: Microsoft certifications (MD-102, MS-102, AZ-104), Defender for Endpoint/Purview, tenant migration experience.

The 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.