L2 IT Support Engineer
Posted Updated
Role: Senior Service Desk Engineer (L2)
Location: Vikhroli (West), Mumbai 400083, Maharashtra, India.
Shift: [ US shift
Experience: 5+ years
What youll do
- Own incidents and requests from intake to closure, aiming for first-contact resolution
- Support users via ITSM portal, email, chat, phone (RingCentral) and remote tools
- Handle Microsoft 365, Active Directory / Entra ID, and Intune (enrolment, Autopilot, app deployment) administration
- Run user onboarding and offboarding, shared drive and NTFS permission fixes
- Support Sev1 and major incidents, phishing triage, and VIP/executive users
What were looking for
- 5+ years in enterprise service desk, desktop support or EUC
- Strong hands-on experience with M365 (Exchange Online, Teams, SharePoint, OneDrive), AD/Entra ID, MFA and Conditional Access
- Intune, Citrix/VDI, VPN, RDP and remote-support tools
- Core networking (DNS, DHCP, TCP/IP) and ITIL fundamentals
- Excellent spoken and written English; comfortable with VIP and inbound calls
- Preferred: ITIL Foundation, MD-102