MoROLE SUMMARYN Position : Team Lead - Technical Service Desk

Time Zone : Australian

NP : Immediate The Systems Engineer (L2/L3) is a senior technical escalation point for complex incidents spanning the Microsoft modern workplace, Windows environments, Azure Virtual Desktop, Microsoft Intune, Citrix, and enterprise backup solutions. Working alongside L1 support and project teams, this role takes ownership of incidents and problems that cannot be resolved at lower tiers, drives root cause analysis, and ensures recurring issues are eliminated through engineering, documentation, and knowledge transfer.

The successful candidate brings a minimum of 3 years' hands-on experience in a similar role, ideally within an MSP or multi-tenant environment, and combines deep technical capability with strong communication skills and a genuine service mindset.

Key Responsibilities Escalation & Incident Resolution

- Act as the L2/L3 escalation point for complex, multi-domain incidents escalated from the L1 service desk.
- Conduct root cause analysis (RCA) on recurring and high-impact incidents; design and implement permanent fixes.
- Triage and resolve escalated incidents within agreed SLAs, including out-of-hours where required, and own communication with internal stakeholders.
- Document resolutions, runbooks, and knowledge base articles so that issues can be resolved at L1 in future.

Microsoft Modern Workplace

- Design, implement, and support Microsoft 365 environments, including Exchange Online, SharePoint Online, Teams, OneDrive, and Entra ID (Azure AD).
- Administer and troubleshoot Microsoft Intune for device enrolment, compliance policies, configuration profiles, and application deployments.
- Support Azure Virtual Desktop (AVD) environments, including host pools, FSLogix profiles, and session performance issues.
- Manage identity, conditional access, MFA, and privileged identity in Entra ID; resolve complex sign-in, licensing, and policy issues.

Windows & Endpoint Management

- Manage and support Windows 10/11 environments, including OS issues, driver management, patching, and performance tuning.
- Administer Active Directory including user and group management, Group Policy, DNS, DHCP, and domain health.
- Utilise RMM tooling for endpoint monitoring, patch automation, and L1 task automation via PowerShell or scripting.

Citrix & Virtual Environments





- Provide Citrix support for virtual application delivery, session issues, printing, and endpoint connectivity.
- Troubleshoot Citrix Virtual Apps and Desktops environments; escalate platform-level issues with clear documentation.

Backup, Recovery & Business Continuity

- Perform data backup and restore operations using enterprise backup solutions such as Veeam, Azure Backup, or equivalent.
- Monitor backup job health daily; investigate and remediate failures within SLA.
- Participate in DR validation and test restore activities; document outcomes and remediation actions.

Networking

- Apply working knowledge of networking, TCP/IP, DNS, DHCP, VLANs, VPNs, and firewall concepts to diagnose connectivity and performance issues.
- Partner with the network engineering team on changes that span identity, endpoint, and network domains.

Documentation, Automation & Continuous Improvement

- Create and maintain high-quality technical documentation including SOPs, runbooks, knowledge base articles, and as-built records.
- Identify automation opportunities and implement them using PowerShell, Microsoft Graph, or RMM tooling.
- Participate in change management and ensure proper implementation of system updates and configurations.
- Mentor and guide L1 engineers; contribute to internal training and the uplift of team capability.

Requirements Job Requirements REQUIRED EXPERIENCE & SKILLS Experience

- Minimum 3+ years of hands-on experience in an L2/L3 support or systems engineering role, ideally within a Managed Services Provider (MSP) or multi-tenant setting.
- Demonstrated ability to act as a technical escalation point and resolve complex, multi-domain incidents.

Technical Skills

- Strong working knowledge of Microsoft 365 administration - Exchange Online, Teams, SharePoint Online, OneDrive, and Entra ID (Azure AD).: Microsoft 365
- Hands-on experience with Microsoft Intune (Endpoint Manager) for MDM/MAM, Autopilot, configuration profiles, compliance policies,



and app deployment.: Microsoft Intune
- Solid, hands-on knowledge of Windows 10/11 troubleshooting, administration, and performance management.: Windows
- Experience managing Active Directory: user/group management, GPO, DNS, DHCP, and domain services.: Active Directory
- Familiarity with AVD architecture, including host pools, FSLogix profiles, and session troubleshooting.: Azure Virtual Desktop
- Experience supporting Citrix Virtual Apps and Desktops for application delivery and session management.: Citrix
- Practical experience with enterprise backup solutions such as Veeam, Azure Backup, or equivalent, including restore operations.: Backup & Recovery
- Working knowledge of TCP/IP, DNS, DHCP, VLANs, VPNs, and firewall fundamentals.: Networking
- Basic to intermediate PowerShell scripting for administration, automation, and troubleshooting.: Scripting & Automation
- Hands-on experience with RMM and PSA tooling (e.g., NinjaOne, ServiceNow, ConnectWise Automate) for patching, endpoint management and ITSM: ITSM and RMM Tools

Operational Skills

- Sound understanding of ITIL processes: Incident, Problem, and Change Management.
- Strong analytical and troubleshooting skills with a methodical, root-cause-focused approach.
- Excellent written and verbal communication; able to translate complex technical issues for non-technical stakeholders.
- Ability to mentor junior engineers and manage escalations with confidence and composure.
- Valid right to work in Australia.

Essential QUALIFICATIONS

- Bachelor's degree or Associate Diploma in Information Technology, Computer Science, or a related field; or equivalent demonstrated experience.
- CompTIA A+, Network+, or equivalent foundational certification.

Highly Regarded

- Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-102).
- Microsoft Certified: Azure Administrator Associate (AZ-104).
- Microsoft Certified: Endpoint Administrator (MD-102) or Microsoft 365 Administrator Expert (MS-102).
- ITIL Foundation Certification.

Desirable

- Citrix Certified Associate (CCA-V) or equivalent Citrix certification.
- Experience with cybersecurity tooling, including Microsoft Defender for Endpoint, Defender for Office 365, or similar.
- Exposure to PSA tooling commonly used in MSPs (e.g., ConnectWise Manage, Autotask).

📌 Lead Consultant - Microsoft Technologies (Hyderabad)
🏢 SHI Solutions India
📍 Hyderabad