L1-L2 Support Engineer

Programmers.io; Hyderabad; On-site; INR 420,000 - 600,000; Full time

Job summary

Programmers.io is seeking an IT support specialist to handle Windows, macOS and Linux environments, with Microsoft 365 administration and basic network tasks. You will resolve tickets, log incidents, and escalate when needed, while maintaining documentation and asset inventories.

The role requires 24x7 availability, strong problem solving, and effective communication with users across teams.

Qualifications

• Intermediate experience with Windows, macOS and Linux desktops and mobile devices.
• Familiarity with enterprise tools like Microsoft 365 and AD is required.
• Basic scripting or command‑line skills are a plus.
• Willingness to work 24x7 shifts including nights and holidays.

Responsibilities

• Respond to and resolve basic technical support tickets across Windows, macOS and Linux.
• Log, categorize, and escalate incidents to L2/L3 as needed.
• Monitor system alerts and proactively notify teams.
• Assist with software installations and basic network troubleshooting.
• Provide 24x7 end-user support for Microsoft 365 and device setups.
• Document resolutions, maintain inventories, and communicate with users.

Skills

MSP

Microsoft 365

Windows

Linux

macOS

Troubleshooting

Networking

Active Directory

RMM Tools

Password resets

End‑user support

Tools

AnyDesk

TeamViewer

ServiceNow

Freshdesk

Zendesk

JIRA

Job description

Key Skills

MSP, Microsoft 365 Administration, Windows Operating System, Linux (Intermediate), macOS (Basic to Intermediate), Troubleshooting, Networking basics, Active Directory, RMM Tools, etc.

Key Responsibilities

• Respond to and resolve basic technical support tickets, emails, or calls across Windows, macOS, and Linux environments.
• Log, categorize, and elevate incidents or service requests to L2/L3 teams if required.
• Monitor system alerts and proactively notify relevant teams.
• Assist with software installations, basic network troubleshooting, and system access issues on Windows, macOS, and Linux systems.
• Provide support for password resets, email issues (MS365), and end‑user device setups (Windows, macOS, and Linux laptops/desktops).
• Provide L1-level support for Linux systems (basic command‑line troubleshooting, user management, file permissions, service checks, and common distributions such as Ubuntu/CentOS/RHEL).
• Provide L1-level support for macOS systems (System Preferences, application management, basic Terminal commands, and enterprise integration).
• Document problems and their resolutions in the ticketing system.
• Maintain hardware and software inventories.
• Ensure proper communication and follow‑up with users until issue resolution.
• Support onboarding/offboarding tasks (account creation, laptop/desktop imaging & setup for Windows, macOS, and Linux environments).

Microsoft 365 Administration

• Managing users, licenses, and distribution groups.
• Working with Exchange Online, Teams, OneDrive, and SharePoint.
• Troubleshooting MFA, compliance, and conditional access issues.
• Assist with basic networking tasks including IP configuration, DNS/DHCP troubleshooting, and Wi‑Fi connectivity issues.

Required Skills and Qualifications

• Intermediate understanding of Windows, macOS, and Linux operating systems, mobile devices, printers, and scanners.
• For Linux: Familiarity with basic shell commands, file system navigation, package management (apt/yum), service management, and common distributions (e.g., Ubuntu, CentOS/RHEL).
• For macOS: Experience with system preferences, user account management, basic Terminal commands, and integration with enterprise tools like Microsoft 365.
• Familiarity with Windows, Office 365, and common enterprise tools.
• Good written and verbal communication skills.
• Strong problem‑solving and time‑management skills.
• Candidates must be open to working in a 24x7 shift environment, including night shifts, weekends, and public holidays.

Additional Skills

• Remote desktop support tools (e.g., AnyDesk, TeamViewer, ScreenConnect, LogMeIn) – including SSH for Linux/macOS.
• Ticketing systems (e.g., ServiceNow, Freshdesk, Zendesk, JIRA).
• VPN configuration and troubleshooting.
• Basic scripting (PowerShell or Bash).
• Experience with antivirus & endpoint security tools.
• Understanding of SLAs basics.