L2 Support Engineer

Job Title: L2 Support Engineer

Location: Remote (Open for PAN India)

Schedule: Monday through Friday, 6:00 PM to 3:00 AM IST (Equivalent to 8:30 AM to 5:30 PM EST)

Engagement Type: Contractual – Paid Hourly (Long-term Contract)

Joining Timeline: Immediate Joiner required (within 2–3 days)

Device Requirement: Candidates must use their own personal computer/laptop and high-speed internet setup (BYOD).

Compensation: Negotiable based on expertise.

Position Overview:

We are seeking a highly professional, customer-focused, and technically skilled IT Support Engineer to provide Level 2 (L2) technical support for end users. The ideal candidate will have hands-on experience administering Microsoft 365, Microsoft Entra ID (Azure AD), Microsoft Intune, and Microsoft Autopilot.

As this is a high-visibility, customer-facing role, exceptional professionalism, flawless communication skills, and an executive-level customer service mindset are non-negotiable requirements. You will be responsible for supporting Windows, Android, and iOS devices, managing user accounts, deploying applications, troubleshooting technical issues, and delivering exceptional customer service in a fast-paced environment.

Key Responsibilities

• Customer Interaction: Deliver top-tier, highly professional customer service with clear and empathetic communication across all client-facing touchpoints.
• Level 2 Technical Support: Provide L2 technical support for desktops, laptops, mobile devices, software applications, and network-related issues via phone, email, remote support tools, and ticketing platforms.
• Incident Management: Diagnose, troubleshoot, document, and resolve technical incidents in a timely manner while adhering to strict SLA expectations.
• Identity & Endpoint Administration: Administer Microsoft 365 services (user accounts, licensing, email access) and manage user identities, groups, permissions, and access through Microsoft Entra ID (Azure AD).
• Intune & MDM Management: Administer Microsoft Intune for endpoint management; deploy applications; configure compliance policies, security settings, and Autopilot provisioning.
• Lifecycle Management: Perform onboarding and offboarding activities including user provisioning, device deployment, equipment recovery, and access management.
• Documentation & Collaboration: Maintain accurate documentation, KB articles, and SOPs while collaborating with internal IT teams and vendors.

Required Qualification

Experience & Professionalism:

• Minimum 5+ years of hands-on experience in IT Support, Help Desk, Desktop Support, or Endpoint Administration roles.
• High Professional Standards: Outstanding verbal and written English communication skills; demonstrated experience dealing directly with corporate clients in a customer-facing role.
• Immediate Availability: Ability to onboard and start working within 2 to 3 days.
• Hardware Setup: High-performance personal device (laptop/desktop) with dual-monitor support (preferred) and reliable high-speed internet.

Technical Skills:

• Hands-on experience administering Microsoft 365 and Microsoft Entra ID (Azure AD).
• Strong experience administering Microsoft Intune, including device enrollment, application deployment, compliance policies, configuration profiles, and endpoint security.
• Proficiency supporting Windows 11, Android, and iOS/iPadOS devices.
• Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN connectivity, and general troubleshooting.
• Experience with MSP-related ticketing and remote management tools such as Atera, Syncro, NinjaRMM, DattoRMM, Autotask, IT Glue, Confluence, or Bitwarden.

Preferred Qualification & Certifications:

• Experience working for a Managed Service Provider (MSP).
• Experience with Conditional Access policies, identity security best practices, and Microsoft Defender for Endpoint.

Relevant Certifications:

• Microsoft Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Certified: Azure Fundamentals (AZ-900)
• Microsoft 365 Fundamentals (MS-900)
• CompTIA A+ / Network+