L2 Support Engineer

Role Objectives

• Provide technical support to global clients across cloud and system environments.
• Troubleshoot issues as per support level (L1 basic, L2 advanced).
• Ensure timely resolution of tickets and escalate complex problems to higher levels when required.
• Deliver excellent client experience through clear communication and professional handling.

Core DeliverablesL1 Support Engineer

• First point of contact for client issues.
• Log, track, and resolve tickets within defined SLA.
• Perform routine checks (user account creation, password resets, basic AD tasks).
• Provide remote support for basic M365, Azure, and system troubleshooting.
• Escalate unresolved incidents to L2.

L2 Support Engineer

• Handle escalated tickets from L1.
• Perform advanced troubleshooting on Azure, M365, and Active Directory.
• Manage backup solutions & firewall configurations.
• Conduct incident analysis and provide RCA (Root Cause Analysis).
• Collaborate with L3 / senior engineers on migrations and complex issues.

Skills Required

Mandatory (Both L1 & L2):

• Microsoft Azure (basic for L1; advanced for L2)
• Microsoft 365 administration
• Active Directory (user management, OU for L1; policies, federation for L2)
• Backup solutions & Firewall management (basic knowledge L1; hands-on config L2)
• Strong English communication (written & spoken)

Preferred (L2):

• Office 365 migrations
• Server monitoring & automation tools
• Familiarity with ITIL processes

Experience

• L1 Support Engineer: 0.6 – 2 years in technical support / helpdesk
• L2 Support Engineer: 2 – 4 years in cloud/system administration support
• Prior U.S./international client exposure preferred

Certifications (Preferred)

• Microsoft Azure Fundamentals (AZ-900) – L1
• Microsoft Azure Administrator (AZ-104) / M365 Certified – L2

ITIL Foundation (for both, nice to have)

Job Type: Full-time

Pay: ₹30,000.00 - ₹52,000.00 per month

Work Location: In person