We are looking for a skilled and proactive L2 Support Engineer to join our Managed Services team. The candidate will be responsible for handling escalations from L1 support, troubleshooting complex IT issues, and ensuring high availability and performance of client environments. The role requires strong technical expertise across Microsoft technologies, networking, virtualization, and backup systems.
Key Responsibilities
- Handle L1 escalations and provide advanced troubleshooting and resolution within SLA.
- Manage and support Microsoft 365 (Office 365) environments.
- Administer and maintain Active Directory (user creation, group policies, permissions).
- Support Azure AD and hybrid identity environments.
- Configure and manage Microsoft Intune for device and endpoint management.
- Provide support for SharePoint Online and collaboration tools.
- Perform L2-level network troubleshooting (DNS, DHCP, VPN, firewalls, routing basics).
- Manage virtualization platforms, especially Hyper-V.
- Support backup and recovery solutions (e.g., Veeam, Acronis).
- Assist in managing and troubleshooting IP telephony / phone systems.
- Monitor systems, identify issues proactively, and implement fixes.
- Maintain documentation for incidents, configurations, and processes.
- Collaborate with L3 engineers/vendors for complex issue resolution.
- Ensure compliance with security policies and best practices.
Requirements
- Strong experience with:
- Microsoft 365 (Exchange Online, Teams, OneDrive)
- Active Directory (user management, GPOs)
- Azure AD (Entra ID) and hybrid setups
- Microsoft Intune / Endpoint Manager
- SharePoint Online administration
- Solid understanding of:
- Networking concepts (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls)
- Windows Server administration
- Hands-on experience with:
- Virtualization (Hyper-V; VMware is a plus)
- Backup tools (Veeam, Acronis or similar)
- Email security and spam filtering solutions
- Experience with:
- Phone systems / VoIP solutions
- Remote monitoring & management (RMM) tools (common in MSP environments)
- Ticketing systems (e.g., ServiceNow, ConnectWise, Autotask)
Preferred Skills:
- Experience in an MSP (Managed Service Provider) environment Knowledge of:
- PowerShell scripting
- Security tools (MFA, Conditional Access, Defender)
- Certifications (good to have):
- Microsoft (e.g., MS-100, MS-101, AZ-104)
- CompTIA Network+ / Security+
Soft Skills:
- Strong problem-solving and analytical skills
- Excellent communication and client-handling abilities
- Ability to prioritize and manage multiple tasks
- Customer-focused mindset with attention to detail
- Ability to work in shifts (if required for MSP support)
Experience & Qualification:
- 35 years of experience in IT support (preferably in MSP)
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
Benefits
- Provident Fund
- Annual Bonuses
- Performance bonuses
- Employee's State Insurance Corporation
- Medical Insurance
- Night Allowances
- Pick and Drop facilities (Only for Female Staff)
- Day outs for Staff
- Team Parties
- Maternity/Paternity leaves
- Retirement Benefits
- National and International tour packages after successful completion of service as per company policies
- Paid Time Off
- Flexible work schedules and workplace perks like on-site snacks
- Flexible working
