Microsoft 365 Support Pro: Admin Centre, Roles and Triage

What's inside

1. Level 1: Microsoft 365 on One PageFree
   Learners map what a user sees in Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, the Office apps) to the parts behind it: the tenant, Entra ID identities, licences and the workload services. The lesson states that this course is independent of Microsoft and explains why every screen and role must be checked against Microsoft's current documentation and dated.
2. Level 2: The Tenant and the Identity Behind Every UserFree
   Learners find out how a Microsoft 365 user is really an Entra ID object with a user principal name (UPN), a verified domain, a usage location and a set of attributes, and why cloud-only and synced (on-premises) accounts are supported differently.
3. Level 3: A Read-Only Tour of the Microsoft 365 Admin Centre
   Learners move around the Microsoft 365 admin centre with read-only intent: the Users, Teams & groups, Billing, Health and Support sections. They see what each area is for and how the navigation changes with the admin role you hold.
4. Level 4: The Other Admin Centres Support Uses
   Learners learn when the Microsoft 365 admin centre is not enough and they must move to the Entra, Exchange, Teams, SharePoint, Intune or Defender admin centres, and which kind of ticket points to which one.
5. Level 5: How Entra Admin Roles Work
   Learners see how Entra built-in roles grant permissions. Some roles act only on non-admin users, some are marked privileged, roles can be scoped to administrative units, and Global Administrator is the role support should almost never hold.
6. Level 6: The Smallest Role for Identity Jobs
   Learners match common first and second line jobs to the least-privileged Entra role. Examples: password resets go to Helpdesk or Password Administrator, authentication methods to Authentication Administrator, users and groups to User Administrator, and licences to License Administrator.
7. Level 7: Workload and Read-Only Roles for Support
   Learners cover the roles that sit outside identity work: Exchange recipient roles, Teams support roles, Service Support Administrator, and read-only roles such as Global Reader, Reports Reader and Message Center Reader. They learn when looking is enough.
8. Level 8: Checking and Activating Your Own Admin Access
   Learners check which roles they actually hold. Where the tenant uses Privileged Identity Management (PIM), they activate an eligible role just in time and with a justification, then build a personal map of job, role and portal.
9. Level 9: Read-Only User Checks Before Any Change
   Learners build the habit of running read-only checks before touching any account: account status, sign-in blocked or not, licences, group memberships, roles, mailbox type and recent sign-ins.
10. Level 10: Creating a New User
    Learners create a cloud user in the Microsoft 365 admin centre with the correct UPN, display name, usage location, temporary password and starting licence, and learn what to do instead when accounts are synced from on-premises.
11. Level 11: Assigning and Changing Licences
    Learners assign, change and remove licences directly. They switch individual service plans on and off, and learn what happens to a user's data and apps when a licence or service plan is taken away.
12. Level 12: Group-Based Licensing and Licence Errors
    Learners read group-based licence assignments in the Entra admin centre, tell inherited licences from direct ones, and resolve common assignment errors such as conflicting service plans or running out of licences.
13. Level 13: Managing Groups and Membership
    Learners tell the main group types apart (Microsoft 365 groups, security groups, mail-enabled security groups and distribution lists), then add and remove members and owners in the right portal for each.
14. Level 14: Shared Mailboxes and Mailbox Permissions
    Learners create shared mailboxes and grant Full Access, Send As and Send on Behalf permissions. They learn how each permission behaves in Outlook and when a shared mailbox needs a licence of its own.
15. Level 15: Password Resets, Sign-Out and Blocking Sign-In
    Learners reset passwords safely after verifying the caller's identity, force a user to sign out of all sessions, and block or unblock sign-in, knowing the limits that apply to synced and admin accounts.
16. Level 16: Managing MFA and Authentication Methods
    Learners view a user's registered authentication methods in the Entra admin centre, require re-registration, delete a lost device's method and issue a Temporary Access Pass where the tenant's policy allows it.
17. Level 17: Teams and Site Membership for a Team
    Learners manage a team's membership and owners in the Teams admin centre, see how this ties to the Microsoft 365 group and the SharePoint site behind it, and handle requests for guest access within existing policy.
18. Level 18: Offboarding a User Safely
    Learners follow an ordered offboarding sequence: block sign-in, revoke sessions, reset MFA methods, hand over mail and OneDrive access, convert or forward the mailbox, remove licences and delete. They also learn the restore window.
19. Level 19: Fault: User Cannot Sign In
    Learners apply the fault pattern (symptom, likely causes in order, check, fix, confirm, tell the user) to sign-in failures caused by a blocked account, a wrong UPN, an expired or wrong password, or smart lockout.
20. Level 20: Fault: MFA Prompts and Lost Device Lockouts
    Learners resolve MFA-related lockouts: lost or replaced phones, prompts that never arrive, repeated unexpected prompts (which can be a sign of a compromised account), and users stuck at registration.
21. Level 21: Blocked by Conditional Access: Read the Policy
    Learners work through a sign-in that Conditional Access blocks or challenges, and learn to read the policy that applied so they can explain its effect to the user and escalate it without changing it.
22. Level 22: Missing Licence, Missing App or Feature
    Learners trace a user's 'I don't have Teams/Outlook/this feature' complaint back to a missing licence, a disabled service plan, group-based licensing errors or a delay in setting up the service.
23. Level 23: Office Apps Won't Activate
    Learners diagnose Microsoft 365 Apps showing 'unlicensed product' or activation prompts: wrong account signed in, install limits, shared computer activation and stale cached credentials.
24. Level 24: Inbound Mail Not Arriving
    Learners find out why a user is missing expected email by checking quarantine, Junk, inbox rules, forwarding and blocked senders before looking at mail flow itself.
25. Level 25: Outbound Mail Bounced: Reading the NDR
    Learners read non-delivery reports to separate a user mistake from a sender restriction, a sending limit, a restricted-sender block or a problem on the recipient's side.
26. Level 26: Shared Mailbox and Delegation Faults
    Learners resolve shared mailboxes and delegated calendars that don't appear in Outlook, or that let a user open them but not send from them.
27. Level 27: Mailbox Full, Archive and Retention
    Learners deal with 'mailbox full' warnings by reading quota, archive and retention settings, so they can explain why mail was moved or kept rather than guess.
28. Level 28: OneDrive Sync Problems
    Learners troubleshoot the OneDrive sync app: stuck or paused sync, red-cross errors, invalid file names and paths, storage limits and Known Folder Move confusion.
29. Level 29: SharePoint and OneDrive: Access Denied
    Learners resolve 'access denied' and failed-sharing tickets by reading site permissions, sharing links and the tenant and site sharing settings that set the limits.
30. Level 30: Teams: Missing Teams, Chats and Sign-in
    Learners fix Teams clients that won't sign in, show the wrong account, or are missing a team or channel, separating membership problems from client or cache problems.
31. Level 31: Teams Meetings and External Access
    Learners diagnose meeting faults (can't join, no recording, no audio or video) and blocked external chat by reading the meeting, messaging and external access policies applied to the user.
32. Level 32: Sign-in Logs in Depth
    Learners use the Microsoft Entra sign-in logs as their main evidence for any sign-in fault: filtering, reading error codes, and telling an interrupted sign-in from a failed one.
33. Level 33: Audit Logs: Who Changed What
    Learners answer 'who changed this and when' using Entra audit logs and the Microsoft Purview audit search, without needing to be a global administrator.
34. Level 34: Message Trace in Depth
    Learners use the new message trace in the Exchange admin centre and Get-MessageTraceV2 to prove what happened to a message, including filters, time windows and detail events.
35. Level 35: Service Health and Message Centre
    Learners check whether a fault is Microsoft's before working on a user, by reading incidents and advisories in Service health and spotting relevant changes in the Message centre.
36. Level 36: PowerShell Read-Only Checks
    Learners connect to Microsoft Graph PowerShell and Exchange Online PowerShell with the fewest permissions and run a toolkit of read-only checks for users, licences, groups and mailboxes.
37. Level 37: Working Safely from a Remote Session
    Learners run remote support sessions that protect the user and the tenant: consent, never typing admin credentials on a user's device, data on screen, and leaving a clean record.
38. Level 38: Ticket Triage and Severity
    Learners triage incoming Microsoft 365 tickets by impact and urgency, spot security incidents and wide outages early, and set a severity that holds up to scrutiny.
39. Level 39: Escalation and the Microsoft Support Route
    Learners decide where first and second line support stops, build the evidence packet for third line or Microsoft, and raise a support request from the admin centre at the right severity.
40. Level 40: Final Challenge: The Mixed Ticket Queue Exam
    Learners work through a realistic queue of mixed Microsoft 365 tickets, triaging, resolving or escalating each one and writing a clear ticket note, drawing on the whole course.

Access

The first 2 levels are free with a free account. Every level, the podcast edition and the AI tutor come with All Access at £4.99/month or any Creator plan — see pricing.

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