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