L2 Help Desk Engineer

Job Title:

Location:

Experience Required:

Shift Timings (Mandatory):

Must be flexible to work permanent night shifts and week-end/public holiday, with possible shift windows including:

Job Summary:

global end-users,

Key Responsibilities:

• Provide L2 technical support to global employees, with a focus on European & Indian users.

• Troubleshoot and resolve complex issues related to:

(Outlook, Teams, OneDrive, SharePoint, etc.)

• Handle remote troubleshooting via tools such as TeamViewer

• Administer and troubleshoot issues related to: Active Directory (AD) and Entra ID, Meeting room hardware, AV equipment, and printers

• Ensure timely resolution within SLA/SLO, escalate appropriately where needed.

• Monitor system alerts, take proactive actions, and ensure timely resolutions.

• Perform daily shift handovers, including detailed ticket/project notes.

• Generate shift reports, perform ticket analytics, and identify patterns for continual improvement.

• Collaborate with cross-functional teams for escalations and documentation.

• Maintain high-quality interpersonal communication and demonstrate a neutral, fluent English accent in all end-user interactions.

Required Skills & Qualifications:

• Minimum 5-7 years of relevant experience in an L2 support capacity with experience working with global users across different time zones, especially Europe. Strong written and verbal communication with a neutral and clear English accent.

• Strong hands-on experience with:

Microsoft 365 (Exchange, Teams, SharePoint, OneDrive, etc.), Intune, Defender, Windows OS, macOS, Linux, Jira, TeamViewer, Active Directory, Entra, Outlook sync issues, M365 app errors, networking/connectivity issues, JIRA & Confluence

• Ability to handle and support meeting room tech and peripherals (AV, printers, etc.)

• Highly reliable with strong documentation, reporting, collaborative and coordination habits.

• Ability to work independently during night shifts with minimal supervision.

Preferred Qualifications:

• ITIL Foundation or relevant IT certifications (Microsoft, CompTIA, etc.)

• Experience working in enterprise or MSP environments.

• Familiarity with automation or self-service support models is a plus.