Technical Support Engineer (L1 / L2)

Title: Technical Support Engineer (L1 / L2)

Experience: 4-8 Years

Location: Hyderabad, India

Department: IT/IS

Role Level: Specialist

THE ROLE:

We are looking for a Technical Support Engineer to provide end-user support, manage VMWare, cloud and endpoint environments, and ensure the timely resolution of incidents in accordance with established SLAs.

Key Responsibilities

• Provide L1/L2 support for end users across devices and applications.
• Manage Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive).
• Willing to work on any shift in a 24x7x365 work environment.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
• Manage Microsoft Intune, Windows Autopilot, and Mobile Device Management (MDM) solutions.
• Support Azure AD, Active Directory, and Multi-Factor Authentication (MFA).
• Monitor and troubleshoot endpoint security solutions, including Microsoft Defender and CrowdStrike.
• Perform Windows patch management, backup administration, and DNS/DHCP for troubleshooting.
• Provide support for Azure, AWS, and VMware environments.
• Manage incidents and service requests through Jira and coordinate with vendors.
• Create and maintain technical documentation and knowledge base articles.

Required Skills & Experience

• 4 - 8 years of experience in IT Technical Support, System Administration, or related roles.
• Experience supporting enterprise users in a global environment.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience with Microsoft Exchange, Microsoft 365, and on-premises Active Directory.
• Good understanding of Systems Troubleshooting and end user technical support processes.
• Effective communication skills.