Infrastructure L2 Support Engineer

Infrastructure L2 Support Engineer

We are looking for a skilled Infrastructure L2 Support Engineer with 3–5 years of experience in cloud infrastructure, Microsoft services, and enterprise IT operations. The ideal candidate should have hands-on experience in Microsoft Azure, Microsoft 365, Exchange Online, Microsoft Teams, SharePoint Online, and Microsoft Intune, along with strong troubleshooting and incident management skills. The candidate must hold AZ-104 (Microsoft Azure Administrator) and ITIL Foundation certifications and be willing to provide on-call support for critical P1/P2 incidents.

What You'll Do

• Provide Level 2 (L2) support for infrastructure-related incidents and service requests across Microsoft technologies, including administration, monitoring, and troubleshooting of Microsoft Azure and Microsoft 365 services.
• Manage and troubleshoot Exchange Online, Microsoft Teams, SharePoint Online, and Microsoft Intune. Support user access management, identity administration, and security configurations across Microsoft services.
• Monitor infrastructure alerts, investigate issues, perform root cause analysis, and resolve incidents within defined SLAs. Provide P1/P2 incident support, manage escalations, and coordinate with L3 teams and vendors.
• Perform system patching, vulnerability remediation, backup verification, and disaster recovery (DR) testing. Support infrastructure security, stability, and business continuity initiatives.
• Maintain operational documentation, runbooks, CMDB records, shift handover notes, and knowledge base articles. Follow ITIL-based incident, problem, and change management processes, and identify opportunities to improve infrastructure stability, security, and operational efficiency.

What We're Looking For

• 3–5 years of experience in infrastructure support, cloud administration, or Microsoft enterprise services.
• Mandatory AZ-104 (Microsoft Azure Administrator) certification.
• Mandatory ITIL Foundation certification.
• Hands-on experience with Microsoft Azure administration and Microsoft 365 services.
• Strong knowledge of Exchange Online, Microsoft Teams, SharePoint Online, and Microsoft Intune.
• Experience in incident management, troubleshooting, infrastructure monitoring, and SLA-driven support.
• Understanding of patch management, vulnerability remediation, backup verification, and disaster recovery processes.
• Familiarity with ITSM tools, CMDB management, and operational documentation.
• Strong analytical, communication, and problem-solving skills.
• Willingness to provide on-call support for critical P1/P2 incidents.
• Ability to work full-time from the office.

What We Offer