L2 Support Engineer

7 days ago

Pune, Maharashtra, India Flynaut Full time
Job description

Job Summary

Flynaut is seeking skilled Level 2 Technical Support Engineers to deliver exceptional remote IT support with a primary focus on Microsoft 365, Azure AD/Active Directory, Intune device management, Exchange, and SharePoint. You will troubleshoot complex issues, guide Level 1 technicians, and drive successful Exchange and SharePoint migrations while ensuring best-practice IT asset management and preventive maintenance.

Key Responsibilities

Microsoft 365 & Collaboration


• Provide advanced support for Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).


• Work with an Architect for Exchange Online and SharePoint Online migrations, including cut-over and hybrid scenarios.

Device & Endpoint Management


• Configure and support Intune device enrollment, compliance policies, and app deployments for Windows, iOS, and Android endpoints.Active Directory / Azure AD


• Administer on-prem AD and Azure AD: user lifecycle, group policies, authentication issues, and conditional access troubleshooting.

Troubleshooting & Monitoring


• Diagnose and resolve Level 2 incidents remotely, minimizing downtime and ensuring system availability.


• Proactively monitor infrastructure via RMM tools and escalate systemic issues.Support & Triage Leadership
• Serve as the escalation point for Level 1 (Service Desk) tickets, providing triage guidance and knowledge-sharing to upskill junior technicians.

Customer Engagement


• Deliver user-focused support with clear communication, set expectations, and ensure timely resolution.

Compliance & Documentation


• Maintain precise records of incidents, fixes, and system configurations.


• Uphold asset-management and preventive-maintenance standards.

Collaboration & Escalation


• Partner with Level 3 / Engineering teams on complex problems and root-cause analysis.


• Contribute to continuous improvement of knowledge bases and SOPs.

Qualifications & Requirements

  • 4+ years in IT support, including at least 2 years in a Level 2 capacity.
  • Proven expertise in Microsoft 365 administration, Exchange Online, and SharePoint Online, with hands-on migration experience.
  • Strong working knowledge of Intune endpoint enrolment, compliance, and configuration policies.
  • Solid background in Active Directory/Azure AD user and group management, GPO, and authentication troubleshooting.
  • (Optional) Familiarity with Remote Monitoring & Management (RMM) platforms and ITSM/ticketing systems (ConnectWise, ServiceNow, etc.).
  • Broad understanding of Windows OS, basic networking (TCP/IP, DNS, VPN), and endpoint security principles.
  • Excellent analytical, documentation, and customer-service skills; ability to explain technical concepts clearly to non-technical users.

Flynaut offers a collaborative environment, continuous upskilling, and opportunities to work with the latest Microsoft cloud technologies. If you're passionate about solving problems, mentoring others, and driving cloud-first solutions, we'd love to hear from you.

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