Job Summary
We are looking for an L2 Helpdesk Support Engineer / Senior System Administrator to handle L1/L2 tickets, ensuring efficient incident management and user support.
The role involves managing Microsoft 365 services, including user accounts, licenses, and core applications.
Candidates will support Azure operations, Entra ID, Intune, and endpoint security tools.
The position also requires handling onboarding/offboarding, basic networking, and overall IT infrastructure support while meeting SLA standards.

Key Skills: Microsoft 365 Administration, Windows & macOS Operating Systems, Azure & Entra ID (Azure AD) basics, Troubleshooting & Incident Management, Networking Fundamentals, Active Directory, Endpoint & Security Tools.

Note:-  This will be a 5.5-day working role (Mon–Fri: full day; Saturday: half day; Sunday: weekly off).

Key Responsibilities

End-User & Helpdesk Support
• Respond to and resolve L1/L2 technical support tickets, emails, and calls.
• Log, categorize, track, and escalate incidents or service requests to L3 teams as required.
• Ensure clear communication and regular follow-ups with users until issue resolution.
• Document issues, root causes, and resolutions in the ticketing system.
• Maintain hardware and software inventories.

Microsoft 365 Administration
• Manage users, licenses, mailboxes, and distribution groups.
• Administer and troubleshoot Exchange Online, Microsoft Teams, OneDrive, and SharePoint.
• Support MFA issues, Conditional Access policies, and basic compliance configurations.
• Handle password resets, email configuration issues, and end-user access problems.


Azure & Cloud Operations (Foundational Level)
• Assist with Azure Virtual Desktop (AVD) operations:
o Creation and management of AVD resources
o Host pool and session host VM support

• Create, start/stop, and manage Azure Virtual Machines:
o VM provisioning, disk attachment, IP assignment
o Resource tagging and basic cost governance practices

• Support basic Azure networking activities:
o IP configuration, NSG understanding
o Troubleshooting connectivity issues

• Assist in implementing and supporting Azure Site-to-Site VPN setups (monitoring & basic troubleshooting).

Identity, Security & Device Management
• Manage and support Microsoft Entra ID (Azure AD) users and groups.
• Configure and troubleshoot MFA and identity access issues.
• Support Microsoft Defender for Endpoint (basic onboarding, alert identification, escalation).
• Assist with Microsoft Intune:
o Device enrollment (Windows/macOS/mobile)
o Basic compliance policies and configuration profiles
o Application deployment and troubleshooting

Networking & Infrastructure Support
• Assist with IP configuration, DNS/DHCP troubleshooting, and Wi-Fi connectivity issues.
• Perform basic VPN configuration and troubleshooting for end users.


Onboarding & Offboarding
• Support employee onboarding and offboarding:
o Account creation/deactivation
o Laptop and device setup
o Access provisioning and license assignment


Required Skills & Qualifications
• Strong understanding of Windows OS and basic macOS support.
• Familiarity with Microsoft 365, Azure fundamentals, and enterprise IT tools.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience supporting computers, mobile devices, printers, and scanners.
• Strong troubleshooting, analytical, and time-management skills.
• Good verbal and written communication skills.
• Willingness to work in a 24x7 shift environment, including night shifts, weekends, and
public holidays.

Additional / Good-to-Have Skills
• Remote support tools: AnyDesk, TeamViewer, ScreenConnect, LogMeIn.
• Ticketing systems: ServiceNow, Freshdesk, Zendesk, JIRA .
• Basic scripting knowledge: PowerShell (preferred).
• Experience with antivirus and endpoint security tools.
• Understanding of SLA concepts and support metrics.