Windows Infrastructure & Microsoft 365 Support Engineer - L1

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

Job summary

SHI is seeking an L1+ Windows Infrastructure and Microsoft 365 Support Engineer to join our 24/7 IT operations team. You will monitor, administer, troubleshoot, and maintain Windows Server infrastructure, Active Directory, Hyper-V, Entra ID, Azure, and Microsoft 365 services.

You will independently resolve routine incidents, perform approved changes, and escalate complex issues with evidence. The role involves working in a 24/7 rotational shifts environment, interacting with internal teams,

Qualifications

• Hands-on Windows Server administration and troubleshooting experience.
• Working knowledge of AD, GPO, DNS, DHCP, replication, and authentication.
• Practical knowledge of Hyper-V, virtual disks, and Windows Failover Clustering fundamentals.
• Experience with patching, monitoring, backup operations, and vulnerability remediation.
• Working knowledge of Microsoft Entra ID, Azure fundamentals, Microsoft 365, Exchange Online, Intune, SharePoint, OneDrive, and Teams.
• Familiarity with Microsoft Defender for Office 365, certificates/PKI, and PowerShell.
• Understanding of TCP/IP, DNS resolution, RDP, ports, and network connectivity troubleshooting.
• Experience with ticketing systems, incident management, change management, and SLA-driven support.

Responsibilities

• Administer and troubleshoot Windows Server infrastructure, including OS, services, tasks, event logs, performance, RDP, file servers and hardware health.
• Monitor server availability, CPU, memory, disk I/O, network connectivity, and health; maintain inventory and health checks.
• Manage AD users, groups, computers, OUs, password resets, unlocks; troubleshoot GPOs, AD replication, domain health, SYSVOL, authentication, and lockouts.
• Administer DNS and DHCP services; troubleshoot name resolution and IP allocation; support FSMO role awareness, Windows Time Service, and domain time sync.
• Monitor and administer Hyper-V hosts, VMs, disks, checkpoints, and Windows Failover Clusters; troubleshoot VM availability.
• Perform approved Windows Server patching, backups, remediation, CIS compliance, and security hardening.
• Monitor infrastructure using monitoring tools; investigate alerts and coordinate remediation.
• Administer Entra ID users, groups, licenses; troubleshoot authentication, MFA, CA, sign-in issues; Entra Connect sync failures.
• Perform basic Azure administration: VM health, availability, networking, access checks; monitor Certificate expiry; PKI troubleshooting.
• Administer Microsoft 365 and Exchange Online: users, licenses, mailboxes; troubleshoot mail flow, NDRs, Outlook connectivity; hybrid routing.
• Support Intune device enrollment, compliance policies, configuration, app deployment; troubleshoot SharePoint permissions, OneDrive sync, Teams access.
• Investigate phishing, quarantined emails, Defender alerts; support security investigations and compliance reporting.
• Use PowerShell, Graph, and Exchange Online PowerShell for admin tasks and automation.
• Manage incidents and service requests through ticketing tools; meet SLAs, changes, rollbacks, escalation with evidence.
• Maintain runbooks, daily health checks, handovers, and reports while coordinating with teams in a 24/7 rotational model.

Skills

Windows Server

AD & GPO

Hyper-V

Patching & Monitoring

Office 365/Exchange Online

Intune

PowerShell

Networking basics

Incident management

Education

Bachelor's degree in CS/IT

Tools

ManageEngine OpManager

PRTG

Zabbix

ConnectWise

ServiceDesk Plus

Exchange Online PowerShell

Job description

Role & responsibilities

Job Summary

We are seeking an L1+ Windows Infrastructure and Microsoft 365 Support Engineer to join our 24/7 IT operations team. The candidate will be responsible for monitoring, administration, troubleshooting, and maintenance of Windows Server infrastructure, Active Directory, Hyper-V, Microsoft Entra ID, Azure, and Microsoft 365 services. The role requires the ability to independently resolve routine and moderately complex incidents, execute approved changes, meet service-level agreements (SLAs), and escal ate complex issues with appropriate technical evidence.

Key Responsibilities

• Administer and troubleshoot Windows Server infrastructure, including operating systems, services, scheduled tasks, event logs, performance issues, RDP connectivity, file servers, permissions, and hardware health.
• Monitor server availability, CPU, memory, disk utilization, disk I/O, network connectivity, and infrastructure health; maintain server inventory and perform routine health checks.
• Manage Active Directory users, groups, computers, OUs, password resets, account unlocks, and privileged access; troubleshoot GPOs, AD replication, domain controller health, SYSVOL, authentication, and account lockouts.
• Administer DNS and DHCP services, troubleshoot name resolution and IP allocation issues, and support FSMO role awareness, Windows Time Service, and domain time synchronization.
• Monitor and administer Hyper-V hosts, virtual machines, virtual disks, checkpoints, and Windows Failover Clusters; troubleshoot VM availability and identify orphaned VHD/VHDX files.
• Perform approved Windows Server patching, including pre-checks, backup verification, deployment, reboot coordination, post-patch validation, and compliance reporting; monitor backup jobs and support restore validation, vulnerability remediation, CIS compliance, and security hardening.
• Monitor infrastructure using ManageEngine OpManager, PRTG, Zabbix, or equivalent tools; investigate alerts, troubleshoot recurring issues, and coordinate remediation.
• Administer Microsoft Entra ID users, groups, licenses, and access; troubleshoot authentication, MFA, Conditional Access, sign‑in issues, and Entra Connect synchronization failures.
• Perform basic Azure administration, including VM health, availability, monitoring, networking, and access checks; support certificate expiry monitoring and PKI‑related troubleshooting.
• Administer Microsoft 365 and Exchange Online, including users, licenses, shared mailboxes, distribution lists, mailbox permissions, and resource mailboxes; troubleshoot mail flow, NDRs, message delivery, Outlook connectivity, and hybrid mail routing where applicable.
• Support Microsoft Intune device enrollment, compliance policies, configuration profiles, application deployment, and endpoint management; troubleshoot SharePoint Online permissions, OneDrive synchronization, and Microsoft Teams access and meeting issues.
• Investigate phishing reports, quarantined emails, and Microsoft Defender for Office 365 alerts; support security investigations, audit evidence collection, and compliance reporting.
• Use PowerShell, Microsoft Graph, and Exchange Online PowerShell for routine administration, troubleshooting, reporting, and approved automation activities.
• Manage incidents and service requests through ConnectWise, ServiceDesk Plus, or equivalent ticketing tools; meet SLAs, execute approved changes, follow rollback and maker‑checker procedures, and escal ate complex issues with appropriate technical evidence.
• Maintain operational documentation, runbooks, daily health checks, shift handovers, and periodic reports while coordinating with internal teams, customers, and vendors in a 24/7 rotational support environment.

Required Technical Skills

• Hands‑on Windows Server administration and troubleshooting experience.
• Working knowledge of AD, GPO, DNS, DHCP, replication, and authentication.
• Practical knowledge of Hyper‑V, virtual disks, and Windows Failover Clustering fundamentals.
• Experience with patching, monitoring, backup operations, and vulnerability remediation.
• Working knowledge of Microsoft Entra ID, Azure fundamentals, Microsoft 365, Exchange Online, Intune, SharePoint, OneDrive, and Teams.
• Familiarity with Microsoft Defender for Office 365, certificates/PKI, and PowerShell.
• Understanding of TCP/IP, DNS resolution, RDP, ports, and network connectivity troubleshooting.
• Experience with ticketing systems, incident management, change management, and SLA‑driven support.

Experience & Qualifications

• Experience: 34 years in Windows Infrastructure, NOC, Systems Administration, or Microsoft 365 support.
• Bachelor's degree or diploma in Computer Science, Information Technology, or a related discipline preferred.
• Microsoft certifications such as AZ-900, AZ-104, MS-900, or relevant role‑based certifications are desirable.
• Willingness to work in 24/7 rotational shifts, including weekends and holidays according to the roster.

Preferred candidate profile