L2 Cloud and Systems Engineer
Summary
An L1.5/L2-level IT support engineer at a Singapore managed-IT services provider: resolves escalated Windows/Mac endpoint issues, Microsoft 365, and Azure AD/Entra ID cases, plus hands-on onsite infrastructure work. Core tech: Intune/MDM, PowerShell, Exchange Online, Teams, OneDrive/SharePoint, VPN/EDR, ITIL processes.
Salary: $5,000 – $7,500 per month
Key Responsibilities
1. User & Endpoint Support (Advanced Level)
• Troubleshoot escalated endpoint issues (Windows, Mac, mobile).
• Intune/MDM: perform enrollment troubleshooting, push policy refreshes, check compliance errors.
• Apply PowerShell scripts or basic CLI commands for troubleshooting.
• Support advanced Office 365 cases:
• Outlook client profile rebuilds, OST corruption, add-ins issues.
• Teams meeting failures, voice/video troubleshooting.
• OneDrive/SharePoint advanced sync & permission issues.
2. Cloud & Identity Management
• Perform user lifecycle management in Azure AD / Entra ID:
• Group membership, license assignments, conditional access troubleshooting.
• MFA and SSO troubleshooting (re-registration, token issues).
• Handle mailbox management in Exchange Online (shared mailboxes, distribution lists).
• Troubleshoot OneDrive/SharePoint access & sync issues beyond L1 scope.
• Basic monitoring & alert response in Azure portal or M365 Admin Center.
3. Onsite Infrastructure Support (Hands & Eyes + Advanced Tasks)
• Provide onsite support for network devices, servers, or firewalls under remote L2/L3 guidance.
• Perform firmware upgrades, patch installations, or configuration changes (if approved/runbook exists).
• Deploy and configure devices (laptops, docking stations, POS terminals, printers, WAPs).
• Support VPN client troubleshooting and endpoint security (EDR/AV agent health checks).
4. Operational Excellence
• Own ticket queue triage: resolve, escalate, or coordinate with L2.
• Document troubleshooting steps and maintain local knowledge base.
• Perform proactive health checks (M365 services, network connectivity, endpoint compliance).
• Assist with project rollouts (new cloud service deployments, endpoint migrations, pilot testing).
5. Compliance & Best Practices
• Ensure device and user compliance with corporate IT policies (MFA, patching, encryption).
• Follow ITIL-based incident, request, and change management processes.
• Maintain accurate IT asset inventory onsite.
• Provide monthly feedback to improve runbooks and SOPs.
Escalation Boundaries
L1.5 resolves independently:
• 60–70% of end-user & endpoint cases.
• Standard Microsoft 365 account and mailbox administration.
• Device enrollment & compliance troubleshooting in Intune.
Escalates to L2:
• Complex Azure AD sync/conditional access failures.
• Exchange transport rules, hybrid mail flow issues.
• Firewall, routing, or VLAN troubleshooting.
• Escalations requiring design or configuration changes.