L2 Support Engineer

22 hours ago

Ahmedabad, Gujarat, India Skylane Dronetech Pvt Ltd. Full time ₹ 14,40,000 - ₹ 62,40,000 per year

Role Objectives

  • Provide technical support to global clients across cloud and system environments.
  • Troubleshoot issues as per support level (L1 basic, L2 advanced).
  • Ensure timely resolution of tickets and escalate complex problems to higher levels when required.
  • Deliver excellent client experience through clear communication and professional handling.

Core DeliverablesL1 Support Engineer

  • First point of contact for client issues.
  • Log, track, and resolve tickets within defined SLA.
  • Perform routine checks (user account creation, password resets, basic AD tasks).
  • Provide remote support for basic M365, Azure, and system troubleshooting.
  • Escalate unresolved incidents to L2.

L2 Support Engineer

  • Handle escalated tickets from L1.
  • Perform advanced troubleshooting on Azure, M365, and Active Directory.
  • Manage backup solutions & firewall configurations.
  • Conduct incident analysis and provide RCA (Root Cause Analysis).
  • Collaborate with L3 / senior engineers on migrations and complex issues.

Skills Required

Mandatory (Both L1 & L2):

  • Microsoft Azure (basic for L1; advanced for L2)
  • Microsoft 365 administration
  • Active Directory (user management, OU for L1; policies, federation for L2)
  • Backup solutions & Firewall management (basic knowledge L1; hands-on config L2)
  • Strong English communication (written & spoken)

Preferred (L2):

  • Office 365 migrations
  • Server monitoring & automation tools
  • Familiarity with ITIL processes

Experience

  • L1 Support Engineer: 0.6 – 2 years in technical support / helpdesk
  • L2 Support Engineer: 2 – 4 years in cloud/system administration support
  • Prior U.S./international client exposure preferred

Certifications (Preferred)

  • Microsoft Azure Fundamentals (AZ-900) – L1
  • Microsoft Azure Administrator (AZ-104) / M365 Certified – L2

ITIL Foundation (for both, nice to have)

Job Type: Full-time

Pay: ₹30, ₹52,000.00 per month

Work Location: In person

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