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M365 L1 Service Support (m/f/d)

Contract
Abu Dhabi, United Arab Emirates
08.07.2026
M365 L1 Service Support (End-User Support)

The M365 L1 Service Support Resource is responsible for providing first-line support to end users across the Microsoft 365 environment, with a strong emphasis on face-to-face customer engagement and desk-side support. The role focuses on resolving user issues, delivering an excellent customer experience, and ensuring effective adoption of Microsoft 365 services and workplace technologies.

Key Responsibilities
  • Provide Level 1 support for Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
  • Deliver face-to-face desk-side support for end-user incidents, service requests, and technology-related issues.
  • Diagnose, troubleshoot, and resolve hardware, software, and connectivity problems.
  • Support user onboarding, account setup, device configuration, and application installations.
  • Escalate complex issues to L2/L3 support teams while maintaining ownership and communication with users.
  • Assist users with Microsoft Teams meetings, collaboration tools, and productivity applications.
  • Maintain accurate ticket updates, documentation, and knowledge base articles.
  • Support workplace technology, meeting rooms, and collaboration spaces as required.
Requirements
  • 2–4 years of IT Service Desk or End-User Support experience.
  • Hands-on experience supporting Microsoft 365 applications and Windows devices.
  • Strong face-to-face customer service and communication skills.
  • Experience with ticketing systems and ITSM processes.
  • Basic understanding of Microsoft Entra ID (Azure AD), Intune, and endpoint support.
  • Ability to troubleshoot user issues in a fast-paced enterprise environment.
Preferred Certifications
  • Microsoft 365 Fundamentals (MS-900)
  • ITIL Foundation
  • Microsoft Modern Desktop or Endpoint-related certifications

Halian Group: With over 28 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers. Our resourcing and smart services help you to realize tomorrow’s potential. Discover the amazing things possible when you bring the right people and the right technologies together. At Halian, we recognize that diversity, equity, and inclusion (DEI) are essential to building high-performing teams for our clients. We are committed to connecting organizations with top talent from all backgrounds, ensuring that every individual feels valued, respected, and empowered to contribute their unique perspectives. We encourage applications from all qualified candidates, regardless of race, gender, disability, or any other characteristic that makes them unique. By fostering diverse and inclusive workplaces, we help our clients drive innovation, enhance collaboration, and better reflect the communities they serve. #LI-JJ1
 

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