System Engineer 2

Cherry Bekaert LLP; Tamil Nadu; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Cherry Bekaert LLP is seeking a System Engineer 2 to deliver second-level IT support for global users, focusing on Microsoft 365, Intune rollout, Entra, Azure, and enterprise apps. The role emphasizes RCA, SOP maintenance, and adherence to SLAs.

You will troubleshoot O365/Azure-related issues, manage identity/access, and collaborate with business teams. Strong communication is essential, with night-shift readiness and ITIL familiarity.

Qualifications

• 5–8 years in IT support roles
• 2+ years hands-on L2 experience
• Strong O365 Administration
• AD/Entra identity/access management
• Intune/endpoint management
• Azure AD experience
• RCA and Major Incident handling awareness
• ITIL process knowledge and incident management

Responsibilities

• Provide second-level support for escalated L1 issues from end users
• Troubleshoot complex issues in O365, Intune, Entra, Azure and enterprise apps
• Manage Microsoft 365 suite including Outlook, Teams, OneDrive, SharePoint
• Perform RCA and implement preventative actions
• Maintain SOPs, knowledge base and documentation
• Ensure SLA adherence and incident management processes

Skills

O365 Admin

AD/Entra access

Intune/Endpoint

Azure AD

PowerShell

ITIL

Stakeholder management

Troubleshooting

Tools

Exchange Online

Job description

System Engineer 2 provides 2nd level technical support for escalated tickets, for global users, with a primary focus on, Microsoft 365, Intune rollout, Entra, Azure and enterprise applications. This role handles business critical incidents, provides RCA and maintains SOPs, Knowledge Articles and other documentation. This role ensures adherence to SLAs and incident management procedures

Key Responsibilities

• Provide second-level technical support for escalated issues from L1 on end user support
• Troubleshoot complex issues related to O365, Intune rollout, Entra, Azure AD, Exchange Online, and enterprise applications
• Manage and support: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Intune, Entra, Endpoint management, Endpoint Security, Compliance and risk mitigation)
• Perform root cause analysis (RCA) and implement preventative measures
• Handle application support and business-critical incidents
• Collaborate closely with business teams and stakeholders
• Maintain documentation, SOPs, and technical knowledge base
• Ensure adherence to SLA, KPI, and incident management processes.

Preferred candidate profile

• 5-8 years in IT support roles with minimum 2 + years of hands-on experience as L2, Strong expertise in: O365 Administration
• AD/Entra identity/access, Intune/endpoint, network fault isolation, application support, RCA, Major Incident, ITIL, PowerShell/automation awareness
• User access and identity management (Azure AD preferred)
• Experience in application support in enterprise environments
• Excellent communication & stakeholder management skills - customer-focused approach - no or minimal accent, grammatically correct
• Ability to work directly with business users
• Strong troubleshooting, analytical, and problem-solving skills
• Ability to handle major incidents and escalations under pressure
• Willingness to work in rotational/night shifts.
• Knowledge of: Microsoft Teams administration
• Intune / Endpoint Management / End user support
• knowledge of: Cloud Administration, Security (Basic skills)
• ITIL process knowledge - incident, problem, and change management