L1 Support Engineer

Role Objectives

• Act as the final escalation point (L3) for complex technical issues in cloud and system environments.
• Provide expert-level troubleshooting, ensuring rapid resolution of escalated incidents and service requests.
• Lead critical issue management with U.S. clients through clear and professional communication.
• Drive root cause analysis and suggest long-term fixes to improve service stability.

Core Deliverables

• Escalations support for Microsoft Azure, Microsoft 365, Active Directory, Firewall & Backup solutions.
• Resolve L2 escalated tickets with minimal downtime and maximum client satisfaction.
• Conduct root cause analysis (RCA) and prepare incident closure reports.
• Mentor & guide L1/L2 teams for knowledge transfer and issue prevention.
• Proactively monitor infrastructure health, security, and compliance.

Skills Required

Mandatory:

• Microsoft Azure (VMs, AD integration, resource management)
• Microsoft 365 Administration
• Active Directory (OU, Group Policy, Domain Services)
• Backup solutions & Firewall management (Palo Alto, FortiGate or similar)
• Strong English communication (written & spoken) for U.S. client escalations

Preferred (Add-on):

• Office 365 migrations, hybrid deployments
• Server monitoring & automation tools (SolarWinds, Nagios, etc.)
• Exposure to ITIL processes (Incident, Problem, Change management)

Experience

• Hands-on: 3–5 years in System Administration / Cloud Administration
• Escalation handling (L3): At least 1+ year in resolving escalated tickets
• Client-facing: Prior direct experience handling international/U.S. clients

Certifications (Preferred)

• Microsoft Azure Administrator (AZ-104) or higher
• Active Directory / M365 related certifications

ITIL Foundation (added advantage)

Job Type: Full-time

Pay: ₹30,000.00 - ₹53,000.00 per month

Work Location: In person