Infrastructure Support Engineer (Level 2) - Australian Managed Services

Department: Dedicated FTE Services / Managed Services

Location: Ahmedabad (Work from Office)

Employment Type: Full-Time

Experience: 5-7 Years

Shift: Monday to Friday | 8:30 AM - 5:30 PM IST (Supporting 1:00 PM - 10:00 PM AEST)

About Infrassist

Infrassist Technologies Pvt. Ltd. is a Microsoft Solutions Partner and a global white-labelled IT Services Provider delivering Managed IT Services, Professional Services, Cloud Consulting, NOC, SOC and Infrastructure Support to Managed Service Providers (MSPs) across Australia, USA, Canada and the Middle East.

We are looking for an experienced Infrastructure Support Engineer (Level 2) to join our Dedicated FTE Services team and work as a dedicated offshore extension of one of our strategic Australian MSP partners.

Unlike a traditional Service Desk role, this is a backend technical support position. Customer communication, ticket logging and first-line triage are managed by the partner s Australia-based Level 1 Service Desk team. The successful candidate will focus on technical troubleshooting, diagnosis and resolution of infrastructure-related incidents while collaborating with specialist engineering teams for advanced escalations.

This role is ideal for an experienced MSP engineer who enjoys solving technical problems across multiple technology domains while operating as an embedded member of a customer s technical team. The successful candidate will work exclusively for a dedicated Australian MSP engagement, collaborating closely with their Service Desk engineers and Infrassist s specialist engineering teams to deliver exceptional technical outcomes.

Key Responsibilities Level 2 Infrastructure Support

Provide technical troubleshooting and incident resolution across:

- Windows 10 & Windows 11
- Windows Server environments
- Microsoft 365
- Active Directory
- Azure
- Networking
- Backup & Recovery
- Virtualization

Investigate, diagnose and resolve Level 2 incidents escalated by the Level 1 Service Desk while ensuring adherence to defined SLAs.

End User Computing

- Troubleshoot Windows desktop and laptop issues
- Resolve Microsoft Office and Microsoft 365 application issues
- Outlook profile troubleshooting
- Microsoft Teams support
- OneDrive synchronization issues
- Printer and peripheral troubleshooting
- Software installation and application troubleshooting
- User profile issues
- Remote support using RMM tools

Microsoft 365 Administration

- User onboarding and offboarding
- Exchange Online administration
- Shared mailbox management
- Distribution Groups
- Microsoft Teams administration
- Microsoft Entra ID user administration
- Password resets
- Multi-Factor Authentication troubleshooting
- Microsoft 365 licensing
- Basic SharePoint Online administration
- Basic Intune device troubleshooting

Windows Server Administration

- Active Directory administration
- Group Policy troubleshooting
- DNS and DHCP administration
- File Server support
- Print Server administration
- Remote Desktop Services
- Windows Server patch management
- Storage management
- Server health monitoring

Networking Support Provide Level 2 troubleshooting across:

- Sophos Firewalls
- Cisco Meraki devices
- Switches
- Wireless Access Points
- Routers
- VPN connectivity
- IPSec tunnels
- VLAN configuration
- Internet connectivity
- WAN issues
- DNS
- DHCP
- NAT




- SD-WAN (basic troubleshooting)

Escalate complex networking issues to specialist Network & Security Engineers while providing complete technical findings.

Azure Cloud Support

Support Microsoft Azure environments including:

- Azure Virtual Machines
- Virtual Networks
- Azure Backup
- Storage Accounts
- Azure Active Directory
- VPN Gateway troubleshooting
- Monitoring Azure resources

Escalate advanced Azure architecture or migration-related issues to Cloud Engineering teams. Backup & Recovery

Support enterprise backup platforms including:

- Veeam
- Datto
- Acronis
- Microsoft 365 Backup

Responsibilities include:
- Backup monitoring
- Failed backup troubleshooting
- Restore requests
- Backup verification
- Escalation of complex backup failures

Incident Management

- Investigate and resolve Level 2 technical incidents.
- Perform technical analysis and root cause identification.
- Prioritize incidents according to SLA commitments.
- Maintain accurate technical notes within ConnectWise.
- Ensure incidents are technically resolved before closure.
- Coordinate with vendors, ISPs and third-party support providers when required.

Collaboration with Service Desk & Specialist Teams This role is primarily a backend technical engineering position.

Responsibilities include

- Work closely with the Australian Level 1 Service Desk engineers to troubleshoot customer issues.
- Provide technical guidance to Service Desk engineers during diagnosis.
- Request additional logs, screenshots and diagnostic information where required.
- Assist Service Desk teams in identifying the appropriate resolution path.
- Escalate complex issues to specialist engineers across Networking, Microsoft 365, Azure, Servers or Security.
- Coordinate with internal specialist teams until complete technical resolution is achieved.
- Ensure proper technical documentation is maintained throughout the ticket lifecycle.

Documentation & Knowledge Management

Maintain and update

- Knowledge Base Articles
- Standard Operating Procedures
- Technical Runbooks
- Customer Documentation
- Configuration Records
- Resolution Notes
- Root Cause Analysis documentation

Technical Skills Operating Systems

- Windows 10
- Windows 11
- Windows Server 2016/2019/2022

Microsoft Technologies

Strong working knowledge of

- Microsoft 365
- Exchange Online
- Microsoft Teams
- SharePoint Online
- Microsoft Entra ID
- Microsoft Intune (Basic)
- Microsoft 365 Admin Center

Active Directory

- User & Group Administration
- Group Policy
- DNS
- DHCP
- File & Print Services

Networking

Strong understanding of

- TCP/IP
- VLANs
- Routing fundamentals
- Switching fundamentals
- Wireless networking
- VPN
- IPSec
- NAT
- DNS
- DHCP

Hands-on exposure to Sophos Firewalls and Cisco Meraki environments will be highly preferred.

Cloud

Working knowledge of

- Microsoft Azure
- Virtual Machines
- Virtual Networks
- Azure Backup
- Storage Accounts

Virtualization

Basic administration of

- VMware vSphere
- Hyper-V





Backup Solutions Experience with one or more:

- Veeam
- Datto
- Acronis
- Microsoft 365 Backup

PSA / ITSM Platforms

Experience using

- ConnectWise Manage (Preferred)
- Autotask
- HaloPSA
- ServiceNow
- Freshservice

Remote Monitoring & Management (RMM)

Experience with any of

- ConnectWise Automate
- NinjaOne
- Datto RMM
- N-able
- Kaseya VSA
- Tactical RMM

Experience & Qualifications Mandatory

- 5-7 years of IT Infrastructure Support experience.
- Minimum 3 years working in an MSP workplace supporting overseas customers (Australia preferred).
- Experience supporting multiple customer environments simultaneously.
- Strong troubleshooting skills across Microsoft infrastructure, networking, backup and cloud technologies.
- Experience working within SLA-driven managed services environments.
- Excellent written and verbal English communication skills.

Preferred

- Experience supporting Australian MSP customers.
- Experience working as a backend Level 2 engineer supporting customer-facing Service Desk teams.
- Exposure to white-labelled managed services delivery.
- Experience with ConnectWise PSA and RMM tools.

Preferred Certifications

- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft 365 Certified: Modern Desktop Administrator
- Microsoft 365 Certified: Endpoint Administrator Associate
- Cisco CCNA
- Sophos Certified Engineer
- ITIL Foundation

Key Competencies

- Strong analytical and troubleshooting skills.
- Excellent technical diagnostic ability.
- Strong understanding of IT infrastructure fundamentals.
- Ability to manage multiple technical incidents simultaneously.
- Strong documentation and technical writing skills.
- Ability to work independently with minimal supervision.
- Strong collaboration skills across multidisciplinary engineering teams.
- Commitment to SLA adherence and technical excellence.
- Ownership mindset with attention to detail.
- Continuous learning attitude.

Key Performance Indicators (KPIs) Service Delivery

- SLA Compliance 98%
- First Response SLA Support
- Incident Resolution within SLA
- Escalation Quality
- Ticket Documentation Quality

Technical Excellence

- High First-Time Technical Resolution Rate
- Accurate Root Cause Analysis
- Minimal Repeat Incidents
- Knowledge Base Contributions

Operational Excellence

- Timely Escalation to Specialist Teams
- Effective Collaboration with Level 1 Service Desk
- High Quality Technical Documentation
- Continuous Process Improvement Suggestions

Why Join Infrassist

- Work with one of Australia s leading Managed Service Providers.
- Exposure to enterprise customer environments across multiple industries.
- Opportunity to work across Microsoft, Azure, Networking, Backup and Infrastructure technologies.
- Learn from specialist Network, Cloud and Security engineering teams.
- Be part of a rapidly growing Global Shared Services organization delivering white-labelled managed services worldwide.

Required Skills Backup & Recovery Azure Virtualisation MIcrosoft 365 Windows 10 & 11 Level 2 IT Infrastructure Support Active Directory Windows Server Environments Networking

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Sr Infrastructure Support EngineerMSP Operations (Ahmedabad)
🏢 Infrassist Technologies
📍 Ahmedabad