L2 Support Engineer

MandaapX; India; Remote; INR 827,000 - 1,929,000; Part time

Benefits offered by this job

BYOD allowed

Job summary

MandaapX is seeking an experienced IT Support Engineer (L2) to deliver professional, customer‑facing technical support for Windows, mobile devices, and cloud services. You will manage user identities, device enrollment, and application deployment in a fast-paced environment.

The role requires strong English communication and a proactive service mindset, with on‑demand availability within 2–3 days and a BYOD-friendly setup. This is a contractual, hourly engagement based in India.

Qualifications

• Minimum 5+ years of hands-on IT support experience.
• Excellent verbal and written English communication skills.
• Available to onboard within 2–3 days.
• High-performance personal device with reliable internet.

Responsibilities

• Provide Level 2 technical support for desktops, laptops, mobile devices, apps and networks.
• Interact with customers professionally to ensure satisfaction across touchpoints.
• Diagnose, document, and resolve incidents within SLA expectations.
• Administer Microsoft 365, Entra ID (Azure AD), Intune, and Autopilot provisioning.
• Manage device enrollment, policy compliance, and endpoint security.
• Maintain documentation, KBs, and collaborate with IT teams/vendors.

Skills

IT Support

English communication

L2 support

Customer service

Remote work readiness

Tools

Atera

Syncro

NinjaRMM

DattoRMM

Autotask

IT Glue

Confluence

Bitwarden

Job description

Schedule: Monday through Friday, 6:00 PM to 3:00 AM IST (Equivalent to 8:30 AM to 5:30 PM EST)

Engagement Type: Contractual – Paid Hourly (Long-term Contract)

Joining Timeline: Immediate Joiner required (within 2–3 days)

Device Requirement: Candidates must use their own personal computer/laptop and high-speed internet setup (BYOD).

Compensation: Negotiable based on expertise.

Position Overview

We are seeking a highly professional, customer-focused, and technically skilled IT Support Engineer to provide Level 2 (L2) technical support for end users. The ideal candidate will have hands‑on experience administering Microsoft 365, Microsoft Entra ID (Azure AD), Microsoft Intune, and Microsoft Autopilot.

As this is ahigh-visibility, customer-facing role, exceptional professionalism, flawless communication skills, and an executive-level customer service mindset are non-negotiable requirements. You will be responsible for supporting Windows, Android, and iOS devices, managing user accounts, deploying applications, troubleshooting technical issues, and delivering exceptional customer service in a fast-paced environment.

Key Responsibilities

• Customer Interaction: Deliver top-tier, highly professional customer service with clear and empathetic communication across all client‑facing touchpoints.
• Level 2 Technical Support: Provide L2 technical support for desktops, laptops, mobile devices, software applications, and network-related issues via phone, email, remote support tools, and ticketing platforms.
• Incident Management: Diagnose, troubleshoot, document, and resolve technical incidents in a timely manner while adhering to strict SLA expectations.
• Identity & Endpoint Administration: Administer Microsoft 365 services (user accounts, licensing, email access) and manage user identities, groups, permissions, and access through Microsoft Entra ID (Azure AD).
• Intune & MDM Management: Administer Microsoft Intune for endpoint management; deploy applications; configure compliance policies, security settings, and Autopilot provisioning.
• Lifecycle Management: Perform onboarding and offboarding activities including user provisioning, device deployment, equipment recovery, and access management.
• Documentation & Collaboration: Maintain accurate documentation, KB articles, and SOPs while collaborating with internal IT teams and vendors.

Required Qualification

Experience & Professionalism

• Minimum 5+ years of hands‑on experiencein IT Support, Help Desk, Desktop Support, or Endpoint Administration roles.
• High Professional Standards: Outstanding verbal and written English communication skills; demonstrated experience dealing directly with corporate clients in a customer-facing role.
• Immediate Availability: Ability to onboard and start working within 2 to 3 days.
• Hardware Setup: High-performance personal device (laptop/desktop) with dual-monitor support (preferred) and reliable high-speed internet.

Technical Skills

• Strong experience administeringMicrosoft Intune, including device enrollment, application deployment, compliance policies, configuration profiles, and endpoint security.
• Proficiency supportingWindows 11, Android, and iOS/iPadOS devices.
• Solid understanding of networking fundamentals:TCP/IP, DNS, DHCP, VPN connectivity, and general troubleshooting.
• Experience with MSP-related ticketing and remote management tools such asAtera, Syncro, NinjaRMM, DattoRMM, Autotask, IT Glue, Confluence, or Bitwarden.

Preferred Qualification & Certifications

• Experience working for a Managed Service Provider (MSP).
• Experience with Conditional Access policies, identity security best practices, and Microsoft Defender for Endpoint.