Senior Service Desk Engineer

EvonSys; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

EvonSys is seeking a Senior Service Desk Engineer to provide L2 technical support across multiple client environments, including endpoints, Microsoft 365, identity, servers, networks, backup and security.

You will own SLA performance, support the Service Desk team, manage escalations and drive continual service improvements. The role requires 3–4 years in IT service/ MSP environments and 24x7 rotational shifts.

Qualifications

• 3–4 years of IT Service Desk/Technical Support experience, with 2+ years in an MSP/multi-tenant environment.
• Strong Windows Server, Microsoft 365, AD/Entra ID, Intune, networking, backup, security and virtualization knowledge.
• Experience with PSA/RMM tools and PowerShell.
• Excellent English communication, customer service, problem-solving, ownership and mentoring skills.

Responsibilities

• Provide L2 technical support across multiple client environments including endpoints, M365, identity, servers, networks, backup and security.
• Own SLA performance, support the Service Desk team, manage escalations and drive service improvements.
• Troubleshoot Windows/macOS, hardware, applications, Intune, and endpoint issues.
• Administer Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive.
• Manage Active Directory, Entra ID, GPO, MFA, Conditional Access, and permissions.
• Support Windows Server, VMware/Hyper-V, DNS, DHCP, RDS, and file services.
• Troubleshoot LAN/WAN/Wi-Fi, VPN, firewalls, switches, VLANs and routing.
• Handle EDR/antivirus alerts, phishing incidents, patching and vulnerability remediation.
• Monitor and resolve RMM alerts, backup issues and recurring infrastructure problems.
• Use PowerShell and RMM automation for administration and remediation.
• Ensure SLA adherence, ticket quality, reporting and continual service improvement.
• Coordinate the Service Desk team, provide coaching and deputise for the Team Leader.
• Manage technical/hierarchical escalations and customer concerns.

Skills

English communication

Customer service

Problem-solving

Ownership

Mentoring

Education

Bachelor’s degree in IT/Computer Science

Tools

PowerShell

PSA/RMM tools

Job description

Job Title - Senior Service Desk Engineer – MSP Support

Experience - 3–4 years (minimum 2 years in an MSP / multi-client environment)

Department - Managed Services / Service Desk

Shift - Rotational, 24x7 coverage (including weekend rotation and on-call)

Employment Type - Full Time

Role Summary

Provide L2 technical support across multiple client environments, covering endpoints, Microsoft 365, identity, servers, networks, backup, and security. Own SLA performance, support the Service Desk team, manage escalations, and drive service improvements.

Key Responsibilities

• Troubleshoot Windows/macOS, hardware, applications, Intune, and endpoint issues.
• Administer Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive.
• Manage Active Directory, Entra ID, GPO, MFA, Conditional Access, and permissions.
• Support Windows Server, VMware/Hyper-V, DNS, DHCP, RDS, and file services.
• Troubleshoot LAN/WAN/Wi-Fi, VPN, firewalls, switches, VLANs, and routing.
• Handle EDR/antivirus alerts, phishing incidents, patching, and vulnerability remediation.
• Monitor and resolve RMM alerts, backup issues, and recurring infrastructure problems.
• Use PowerShell and RMM automation for administration and remediation.
• Ensure SLA adherence, ticket quality, reporting, and continual service improvement.
• Coordinate the Service Desk team, provide coaching, and deputise for the Team Leader.
• Manage technical/hierarchical escalations and customer concerns.

Required Experience & Skills

• 3–4 years IT Service Desk/Technical Support experience, including 2+ years in an MSP/multi-tenant environment.
• Strong Windows Server, Microsoft 365, AD/Entra ID, Intune, networking, backup, security, and virtualization knowledge.
• Experience with PSA/RMM tools and PowerShell.
• Strong English communication, customer service, problem-solving, ownership, and mentoring skills.

Preferred

• CompTIA A+/Network+, Microsoft MD-102/MS-900/AZ-900.

Qualification & Working Conditions

• Bachelor’s degree in IT/Computer Science or equivalent experience.
• Rotational/24×7 shifts, weekend rotation, P1 on-call support, and occasional client visits.