Job Description

- L1/L2 IT Support Engineer (Managed IT Services - US Clients)
Location: India (Remote/Hybrid)
Shift: US Shift (Evening/Night)
Experience: 2-5 years (L1/L2)
Role Overview
We are looking for experienced L1/L2 IT Support Engineers to support our US-based customers as part of our Managed IT Services team. The role primarily involves handling day-to-day user support, identity management, device management, and Microsoft cloud ecosystem operations. The ideal candidate should have hands-on experience providing remote support to end users within a modern, cloud-driven IT environment.
Core Technical Skills (Mandatory)
(Aligned to Microsoft's Latest Cloud & Identity Stack)
1. Microsoft Entra ID (formerly Azure AD)
User lifecycle operations: create/modify/delete users
Password resets, sign-in issues, login troubleshooting
Strong understanding of Conditional Access, Authentication Methods, MFA setup & issue management
Entra ID Connect / Hybrid identity basics
Group management, RBAC basics
2. Microsoft Entra External ID (Replacement for Azure AD B2C)
Basic understanding of customer identity flows
Troubleshooting authentication issues for external/guest users
3. Microsoft Intune (Endpoint Management)
Device enrolment (Windows/Mac)
Compliance & configuration profiles
App deployment & updates
Remote troubleshooting for end-user systems
4. Microsoft 365 (M365) Support
User onboarding/offboarding
License assignment & mailbox creation
Basic Exchange Online troubleshooting
Teams & SharePoint access support
OneDrive sync issues
5. Windows 10/11 Endpoint Support
OS troubleshooting (startup, performance, updates)
Driver issues, application errors, basic registry awareness
Peripheral support (printers, scanners, webcams, etc.)
6. VPN & Remote Access Support
Supporting tools like AnyConnect, GlobalProtect, FortiClient, etc.
Troubleshooting connectivity and MFA-related issues
Profile and configuration troubleshooting
7. Basic Networking & Security Knowledge
DNS, DHCP, IP configuration, Wi-Fi troubleshooting
Understanding of antivirus/EDR agents (Defender, CrowdStrike, etc.)
Additional Technical Skills (Preferred but Not Mandatory)
Basic PowerShell for user and device operations
Experience supporting Microsoft Dynamics 365 users at L1
Exposure to ITSM tools (ServiceNow, Freshservice, Jira Service Management)
Knowledge of SaaS tools (Zoom, Slack, Dropbox, Salesforce basics)
Basic understanding of cloud concepts (Azure/AWS)
Key Responsibilities
Handle User Onboarding and Offboarding across Entra ID and M365
Manage MFA enrolment, login issues, and secure authentication flows
Support end-user devices through Intune (policy/application issues)
Troubleshoot M365 apps (Outlook, Teams, OneDrive, SharePoint)
Resolve daily L1/L2 tickets related to desktops, laptops, login issues, VPN, and printers
Provide timely updates and maintain accurate documentation
Work closely with L3 teams for escalated issues
Follow ITSM processes (incident, request, change management)
Soft Skills
Excellent written and verbal communication (must be comfortable with US customers)
Strong problem-solving ability with attention to detail
Ability to work independently during US shift hours
Qualifications
Bachelor's degree in IT, Computer Science, or related field (preferred)
Microsoft certifications such as MD-102 (Endpoint Administrator Associate), MS-102 (Microsoft 365 Administrator), or SC-300 (Identity & Access Administrator) are an added advantage

Skills Required