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The Level 2 OneDrive Engineer provides advanced technical support, administration, and optimisation of Microsoft OneDrive for Business within enterprise Microsoft 365 environments. The role focuses on resolving complex incidents escalated from Level 1, ensuring secure, reliable file storage and collaboration services, and supporting governance, compliance, and service improvement initiatives.
Job Responsibility:
Provide Level 2 support for OneDrive for Business incidents and service requests
Troubleshoot complex sync, access, sharing, and performance issues
Resolve escalations from Level 1 support within agreed SLAs
Perform root cause analysis and implement preventative solutions
Administer OneDrive settings via Microsoft 365 and SharePoint Online admin centres
Support user migration, data recovery, and OneDrive provisioning scenarios
Manage permissions, external sharing, retention, and compliance settings
Support integration with SharePoint Online, Teams, and other M365 workloads
Monitor service health and respond to Microsoft 365 advisories and incidents
Apply configuration changes following change and release management processes
Maintain technical documentation, KB articles, and operational runbooks
Liaise with Microsoft support and third-party vendors as required
Provide guidance and mentoring to Level 1 support teams
Requirements:
2–4 years’ experience in Microsoft 365 or end-user computing support roles
Hands-on experience supporting OneDrive for Business in enterprise environments
Experience working in a service desk, managed services, or EUC operations team
Experience with user migrations and large-scale OneDrive deployments
Familiarity with ITIL-based incident, problem, and change management
Strong troubleshooting skills in cloud-based collaboration platforms
Solid understanding of Microsoft 365 identity, access, and security concepts
Customer-focused mindset with excellent problem-solving ability
Ability to communicate technical information clearly to non-technical users
Methodical and detail-oriented approach to incident resolution
Ability to manage multiple cases and priorities simultaneously
Strong documentation and knowledge-sharing habits
Proactive attitude toward service improvement and automation
Bachelor’s degree or equivalent in: Information Technology, Computer Science, Information Systems
Nice to have:
Relevant certifications (desirable): Microsoft 365 Certified: Modern Desktop Administrator Associate
Microsoft 365 Certified: Enterprise Administrator Expert
MS-900 (Microsoft 365 Fundamentals)
SC-900 (Security, Compliance, and Identity Fundamentals)