
L1 Support Engineer
17 hours ago
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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