Senior System Administrator

Job Description

Job Summary
We are looking for an  L2 Helpdesk Support Engineer / Senior System Administrator  to handle L1/L2 tickets, ensuring efficient incident management and user support.
The role involves managing Microsoft 365 services, including user accounts, licenses, and core applications.
Candidates will support Azure operations, Entra , Intune, and endpoint security tools.
The position also requires handling onboarding/offboarding, basic networking, and overall IT infrastructure support while meeting SLA standards.

Key

Skills:

Microsoft 365 Administration, Windows & macOS Operating Systems, Azure & Entra  (Azure AD) basics, Troubleshooting & Incident Management, Networking Fundamentals, Active Directory, Endpoint & Security Tools.

Note:

-    This will be a 5.5-day working role (Mon–Fri: full day; Saturday: half day)

Key Responsibilities

End-User & Helpdesk Support

• Respond to and resolve L1/L2 technical support tickets, emails, and calls.

• Log, categorize, track, and escalate incidents or service requests to L3 teams as required.

• Ensure clear communication and regular follow-ups with users until issue resolution.

• Document issues, root causes, and resolutions in the ticketing system.

• Maintain hardware and software inventories.

Microsoft 365 Administration

• Manage users, licenses, mailboxes, and distribution groups.

• Administer and troubleshoot Exchange Online, Microsoft Teams, One Drive, and SharePoint.

• Support MFA issues, Conditional Access policies, and basic compliance configurations.

• Handle password resets, email configuration issues, and end-user access problems.

Azure & Cloud Operations (Foundational Level)

• Assist with Azure Virtual Desktop (AVD) operations:
o Creation and management of AVD resources
o Host pool and session host VM support

• Create, start/stop, and manage Azure Virtual Machines:
o VM provisioning, disk attachment, IP assignment
o Resource tagging and basic cost governance practices

• Support basic Azure networking activities:
o IP configuration, NSG understanding
o Troubleshooting connectivity issues

• Assist in implementing and supporting Azure Site-to-Site VPN setups (monitoring & basic troubleshooting).

Identity, Security & Device Management

• Manage and support Microsoft Entra  (Azure AD) users and groups.

• Configure and troubleshoot MFA and identity access issues.

• Support Microsoft Defender for Endpoint (basic onboarding, alert identification, escalation).

• Assist with Microsoft Intune:
o Device enrollment (Windows/macOS/mobile)
o Basic compliance policies and configuration profiles
o Application deployment and troubleshooting

Networking & Infrastructure Support

• Assist with IP configuration, DNS/DHCP troubleshooting, and Wi-Fi connectivity issues.

• Perform basic VPN configuration and troubleshooting for end users.

Onboarding & Offboarding

• Support employee onboarding and offboarding:
o Account creation/deactivation
o Laptop and device setup
o Access provisioning and license assignment

Required

Skills & Qualifications

• Strong understanding of Windows OS and basic macOS support.

• Familiarity with Microsoft 365, Azure fundamentals, and enterprise IT tools.

• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).

• Experience supporting computers, mobile devices, printers, and scanners.

• Strong troubleshooting, analytical, and time-management skills.

• Good verbal and written communication skills.

• Willingness to work in a 24x7 shift environment, including night shifts, weekends, and
public holidays.

Additional / Good-to-Have Skills

• Remote support tools:
Any Desk, Team Viewer, Screen Connect, Log Me In .

• Ticketing systems:
Service Now, Freshdesk, Zendesk, JIRA .

• Basic scripting knowledge:
Power Shell (preferred).

• Experience with antivirus and endpoint security tools.

• Understanding of SLA concepts and support metrics.

Must-Have Skills
Key

Skills:

Microsoft 365 Administration, Windows & macOS Operating Systems, Azure & Entra  (Azure AD) basics, Troubleshooting & Incident Management, Networking Fundamentals, Active Directory, Endpoint & Security Tools.