L2 Cloud and Systems Engineer

Key Responsibilities

1. User & Endpoint Support (Advanced Level)

• Troubleshoot escalated endpoint issues (Windows, Mac, mobile).

• Intune/MDM: perform enrollment troubleshooting, push policy refreshes, check compliance errors.

• Apply PowerShell scripts or basic CLI commands for troubleshooting.

• Support advanced Office 365 cases:

• Outlook client profile rebuilds, OST corruption, add-ins issues.

• Teams meeting failures, voice/video troubleshooting.

• OneDrive/SharePoint advanced sync & permission issues.

2. Cloud & Identity Management

• Perform user lifecycle management in Azure AD / Entra ID:

• Group membership, license assignments, conditional access troubleshooting.

• MFA and SSO troubleshooting (re-registration, token issues).

• Handle mailbox management in Exchange Online (shared mailboxes, distribution lists).

• Troubleshoot OneDrive/SharePoint access & sync issues beyond L1 scope.

• Basic monitoring & alert response in Azure portal or M365 Admin Center.

3. Onsite Infrastructure Support (Hands & Eyes + Advanced Tasks)

• Provide onsite support for network devices, servers, or firewalls under remote L2/L3 guidance.

• Perform firmware upgrades, patch installations, or configuration changes (if approved/runbook exists).

• Deploy and configure devices (laptops, docking stations, POS terminals, printers, WAPs).

• Support VPN client troubleshooting and endpoint security (EDR/AV agent health checks).

4. Operational Excellence

• Own ticket queue triage: resolve, escalate, or coordinate with L2.

• Document troubleshooting steps and maintain local knowledge base.

• Perform proactive health checks (M365 services, network connectivity, endpoint compliance).

• Assist with project rollouts (new cloud service deployments, endpoint migrations, pilot testing).

5. Compliance & Best Practices

• Ensure device and user compliance with corporate IT policies (MFA, patching, encryption).

• Follow ITIL-based incident, request, and change management processes.

• Maintain accurate IT asset inventory onsite.

• Provide monthly feedback to improve runbooks and SOPs.

Escalation Boundaries

L1.5 resolves independently:

• 60–70% of end-user & endpoint cases.

• Standard Microsoft 365 account and mailbox administration.

• Device enrollment & compliance troubleshooting in Intune.

Escalates to L2:

• Complex Azure AD sync/conditional access failures.

• Exchange transport rules, hybrid mail flow issues.

• Firewall, routing, or VLAN troubleshooting.

• Escalations requiring design or configuration changes.