microsoft 365 support engineer @ thessaloniki

As a 2nd Level Support Engineer specializing in Microsoft 365, you will serve as a technical escalation point for complex M365 issues that exceed 1st level support capabilities. You will diagnose, troubleshoot, and resolve infrastructure, configuration, and integration problems across the entire M365 stack. You will work collaboratively with 1st level teams, Microsoft support, and internal stakeholders to ensure rapid resolution and continuous improvement of our M365 Products.

Your Responsibilities:

• Escalation & Troubleshooting: Receive, analyse, and resolve Tier 2 tickets involving complex M365 issues (authentication, mailbox management, Teams connectivity, SharePoint governance, OneDrive sync, etc.)

• Root Cause Analysis: Investigate and document the underlying causes of recurring issues; identify patterns and recommend preventive measures

• Configuration & Optimization: Manage and troubleshoot M365 configurations including user provisioning, licensing, security policies, retention policies, and compliance settings

• Integration Support: Troubleshoot integration issues between M365 services and third-party applications; coordinate with Infrastructure teams

• Knowledge Management: Create and maintain technical documentation, runbooks, and troubleshooting guides; contribute to the internal knowledge base

• Training & Mentoring: Provide technical guidance to 1st level support staff; conduct knowledge-sharing sessions on M365 best practices

• Compliance & Security: Ensure troubleshooting and configuration changes align with organizational security policies, data protection regulations, and compliance requirements

#OurRequirements

• Bachelor’s degree in Computer Science, Information’s Technology, or related field

• 3+ years of relevant professional experience supporting M365 in a production environment.

• Excellent written and verbal communication skills in English language

• Relevant certification in the field of M365 (SharePoint Online, Teams).

Bonus Qualifications/Skills 

• M365 Platform Expertise: Strong understanding of Microsoft Teams (channels, governance, calling, integration); Hands-on experience with OneDrive for Business (sync, sharing, recovery)

• Technical Troubleshooting: Ability to diagnose and resolve complex technical issues using logs, diagnostic tools, and monitoring platforms

• Communication & Documentation: Clear written and verbal communication skills for technical documentation and stakeholder updates; Ability to explain complex technical concepts to non-technical users

• Ticket & Incident Management: Experience with ticketing systems and ITIL-based incident management processes; Strong organizational skills and ability to manage multiple concurrent issues 

• Knowledge of German would be considered a strong plus 

#WhatWeOffer

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits:

• Modern hybrid workplace, characterized by flexibility and Smart Working

• Empowered well-being: We provide multiple program offerings to support your well-being needs (flexible working arrangements, extra days of leave, parental allowances) 

• Engagement within international large-scale teams and projects, with opportunities to travel for training or client purposes. 

• Constant opportunities for learning with unlimited access to internal and external learning platforms and sponsored certificates aligned with business needs and technology trends 

• Challenging and innovating environment where personal development and growth are encouraged, always with transparency and trust 

• Diverse culture and active communities that enable you to bring yourself to work  

• Team Building and Corporate Social Responsibility Activities

• A buddy to support you with your onboarding

• Extra days of annual leave

• Private medical health insurance plan 

• Ticket restaurant card 

• Exclusive Discounts to several retail providers, restaurants and others 

• Mobile phone 

• Fresh fruits and unlimited coffee everyday at our offices