Microsoft Support Expert (Level 2/3)

2d2 days ago

ASI

Nantes, FR · Full-time · €33,000 – €36,000

About this role

MOCA by ASI, ASI's agency dedicated to the Microsoft ecosystem, offers technical expertise and adoption support across six domains including Modern Workplace, Power Platform, Data & AI, change management, governance, and Azure infrastructure. The agency operates from offices in Nantes, Lyon, and Paris.

In close collaboration with Geoffrey, manager of the Security Pole, we are seeking a Microsoft Expert Support N2/N3 to work with a client in Niort. You will ensure the smooth operation of their Microsoft environment and contribute to continuous service improvement.

Your responsibilities include analyzing, diagnosing, and resolving complex incidents, managing escalations from N1 support, and administering Microsoft 365, Azure Active Directory/Entra ID, Windows workstations, and Intune/Endpoint Manager. You will guarantee service availability and performance through proactive monitoring and corrective actions.

You will participate in technical projects such as deploying new Microsoft solutions and migrations to M365, Entra ID, and Intune. You will write and maintain technical documentation including procedures, knowledge bases, and user guides, and mentor N1/N2 teams while providing advanced internal support.

You will contribute to the continuous improvement of support by optimizing ITSM processes for incident, request, and problem management, and participating in post-mortem reviews (RETEX) to drive enhancements. This role offers the opportunity to grow your expertise within a specialized security-focused team.

Requirements

Strong experience administering Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
Hands-on expertise with Azure Active Directory / Entra ID
Proficiency in Windows 10/11 support and troubleshooting
Experience with Microsoft Intune / Endpoint Manager for device management
Familiarity with ITSM ticketing systems and incident management processes
Ability to document procedures, knowledge bases, and technical guides
Experience with migrations to Microsoft 365, Entra ID, or Intune is a plus

Responsibilities

Analyze, diagnose, and resolve complex incidents (Level 2/3 support)
Manage escalations from N1 support
Administer and maintain Microsoft environments including Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Azure Active Directory/Entra ID, Windows 10/11, and Intune/Endpoint Manager
Ensure availability and performance of services through incident tracking and proactive management
Participate in technical projects such as deploying new Microsoft solutions and migrations (M365, Entra ID, Intune, etc.)
Write and maintain technical documentation (procedures, knowledge bases, user and administrator guides)
Provide advanced support to internal teams and mentor N1/N2 staff
Contribute to continuous improvement of support processes (ITSM incident/request/problem management) and participate in post-mortem reviews (RETEX)

Benefits

Remote or hybrid work arrangement (based on client and team needs)
Join a specialized Microsoft consulting agency (MOCA by ASI) focused on security and adoption
Work closely with the Security Pole team and contribute to impactful client environments