System Engineer 2

Role & responsibilities

System Engineer 2 provides 2nd level technical support for escalated tickets, for global users, with a primary focus on, Microsoft 365, Intune rollout, Entra, Azure and enterprise applications. This role handles business critical incidents, provides RCA and maintains SOPs, Knowledge Articles and other documentation. This role ensures adherence to SLAs and incident management procedures

Key Responsibilities

• Provide second-level technical support for escalated issues from L1 on end user support
• Troubleshoot complex issues related to O365, Intune rollout, Entra, Azure AD, Exchange Online, and enterprise applications
• Manage and support: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Intune, Entra, Endpoint management, Endpoint Security, Compliance and risk mitigation)
• Exchange Online (mail flow, mailboxes, distribution lists)
• Perform root cause analysis (RCA) and implement preventative measures
• Handle application support and business-critical incidents
• Collaborate closely with business teams and stakeholders
• Maintain documentation, SOPs, and technical knowledge base
• Ensure adherence to SLA, KPI, and incident management processes.

Preferred candidate profile

• 5-8 years in IT support roles with minimum 2 + years of hands-on experience as L2, Strong expertise in: O365 Administration
• Exchange Online troubleshooting, Application support
• AD/Entra identity/access, Intune/endpoint, network fault isolation, application support, RCA, Major Incident, ITIL, PowerShell/automation awareness
• User access and identity management (Azure AD preferred)
• Experience in application support in enterprise environments
• Excellent communication & stakeholder management skills - customer-focused approach - no or minimal accent, grammatically correct
• Ability to work directly with business users
• Strong troubleshooting, analytical, and problem-solving skills
• Ability to handle major incidents and escalations under pressure
• Willingness to work in rotational/night shifts.

Key Competencies

• Knowledge of: Microsoft Teams administration
• SharePoint/OneDrive troubleshooting
• Intune / Endpoint Management / End user support
• knowledge of: Cloud Administration, Security (Basic skills)
• ITIL process knowledge - incident, problem, and change management
• Process improvements and automation