L2 IT Support Engineer – Microsoft 365, Intune & Entra ID (Remote India)
Job Location: Remote India
Job Duration: 12 months
Preferred: Maximum overlap with Central Time business hours.
Standard offshore hours are acceptable if coverage extends through approximately noon CT.
JOB DESCRIPTION:
The Service Desk Technician II handles escalated and complex support issues that exceed L1 scope, with deep ownership of
endpoint management
, identity and access administration,
Microsoft 365
infrastructure
, and application support.
This role maintains the health of
Crystal Clean Intune setting
, drives SLA performance for the escalated queue, authors knowledge base content, and
provides coaching and escalation review for
L1 Technicians.
The
L2 Technician operates with a high degree
of independence and is expected to resolve issues without requiring management direction.
Essential Functions
Advanced Endpoint Support
Perform OS-level
troubleshooting
including driver, registry, and profile diagnostics; execute reimaging via
MDT or Autopilot
• Diagnose application conflicts and performance issues using Process Monitor, Event Viewer, and Reliability Monitor
• Deploy drivers via Intune or
GPO
; perform
hardware diagnostics
and coordinate OEM escalations
Microsoft Entra ID
Create and manage Conditional Access policies; test in report-only mode; resolve policy-caused access blocks
• Configure
MFA
methods, manage authentication policies, troubleshoot registration failures, and support S
SPR and passwordless auth
• Analyze sign-in logs to identify
CA blocks, MFA failures,
and token issues; take corrective action independently
• Manage group-based license assignments; audit utilization and resolve conflicts