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