L1 Support Engineer

2 days ago

Ahmedabad, Gujarat, India Skylane Dronetech Pvt Ltd. Full time ₹ 30,00,000 - ₹ 63,60,000 per year

Role Objectives

  • Act as the final escalation point (L3) for complex technical issues in cloud and system environments.
  • Provide expert-level troubleshooting, ensuring rapid resolution of escalated incidents and service requests.
  • Lead critical issue management with U.S. clients through clear and professional communication.
  • Drive root cause analysis and suggest long-term fixes to improve service stability.

Core Deliverables

  • Escalations support for Microsoft Azure, Microsoft 365, Active Directory, Firewall & Backup solutions.
  • Resolve L2 escalated tickets with minimal downtime and maximum client satisfaction.
  • Conduct root cause analysis (RCA) and prepare incident closure reports.
  • Mentor & guide L1/L2 teams for knowledge transfer and issue prevention.
  • Proactively monitor infrastructure health, security, and compliance.

Skills Required

Mandatory:

  • Microsoft Azure (VMs, AD integration, resource management)
  • Microsoft 365 Administration
  • Active Directory (OU, Group Policy, Domain Services)
  • Backup solutions & Firewall management (Palo Alto, FortiGate or similar)
  • Strong English communication (written & spoken) for U.S. client escalations

Preferred (Add-on):

  • Office 365 migrations, hybrid deployments
  • Server monitoring & automation tools (SolarWinds, Nagios, etc.)
  • Exposure to ITIL processes (Incident, Problem, Change management)

Experience

  • Hands-on: 3–5 years in System Administration / Cloud Administration
  • Escalation handling (L3): At least 1+ year in resolving escalated tickets
  • Client-facing: Prior direct experience handling international/U.S. clients

Certifications (Preferred)

  • Microsoft Azure Administrator (AZ-104) or higher
  • Active Directory / M365 related certifications

ITIL Foundation (added advantage)

Job Type: Full-time

Pay: ₹30, ₹53,000.00 per month

Work Location: In person

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