L2 IT Support Engineer

Apidel Technologies; Navi Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Apidel Technologies is seeking a Senior Service Desk Engineer (L2) in Mumbai (Vikhroli) with 5+ years of experience. The role will own incidents from intake to closure, manage onboarding/offboarding, and handle VIP users.

You will support Microsoft 365, AD/Entra ID, Intune, and basic networking, while providing remote assistance and excellent English communication. ITIL knowledge preferred.

Qualifications

• 5+ years in enterprise service desk or EUC.
• Strong hands-on 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.

Responsibilities

• Own incidents and requests from intake to closure, aiming for first-contact resolution.
• Support users via ITSM portal, email, chat, phone, and remote tools.
• Handle Microsoft 365, AD/Entra ID, and Intune administration.
• Run user onboarding and offboarding, shared drives and NTFS permission fixes.
• Support Sev1 and major incidents, phishing triage, and VIP/executive users.

Skills

Enterprise service desk

M365

AD/Entra ID

MFA & Conditional Access

Intune

Citrix/VDI

VPN

RDP

Networking basics

ITIL fundamentals

VIP handling

English communication

Education

ITIL Foundation

MD-102

Tools

M365 Suite

Exchange Online

Teams

SharePoint

OneDrive

Active Directory / Entra ID

Intune

Citrix/VDI

VPN

RDP

ITSM portal

RingCentral

Job description

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