Windows Infrastructure & Microsoft 365 Support Engineer - L2

SHI; Hyderabad; On-site; INR 1,100,000 - 1,800,000; Full time

Job summary

SHI in Hyderabad is seeking an L2 Windows Infrastructure and Microsoft 365 Support Engineer to join our 24/7 IT operations team. You will monitor, administer, troubleshoot, and maintain Windows Server, Active Directory, Hyper-V, Entra ID, Azure, and M365 services.

The role requires independent incident resolution, adherence to SLAs, sanctioned changes, and collaboration with cross-functional teams to ensure uptime and security in a high-velocity environment.

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 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 escalat...
• 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.

Skills

Windows Server

Active Directory

Hyper-V

Azure

Microsoft 365

PowerShell

Networking basics

Incident & change mgmt

Education

Bachelor's degree in CS/IT

Tools

ConnectWise

ServiceDesk Plus

OpManager

PRTG

Zabbix

PowerShell

Job description

Role & responsibilities

We are seeking an L2 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 escalat ...

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 escalat ...
• 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.