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
Location - Hyderabad
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.
- Microsoft 365/email migration experience.
- Linux fundamentals.
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.
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