Senior Service Desk Engineer (L2)

MSP Support | Technical Role

Role Summary

We are looking for a hands-on Service Desk Engineer to provide L2 technical support and Client Service Delivery and Management across multiple client environments endpoints, Microsoft 365, identity, servers, networks, backup, and security tooling. Alongside hands-on fault diagnosis and resolution across diverse client estates, the role carries service delivery responsibility: owning SLA performance, coordinating and supporting the Service Desk team, acting as a point of escalation, and driving continual service improvement. The successful candidate will deputise for the Service Desk Team Leader and support the Service Delivery Manager with wider duties and IT projects.

Required Skills & Experience

Experience

- 34 years in an IT Service Desk / Technical Support role, with at least 2 years in an MSP or multi-tenant environment.

Technical

- Windows 10/11 and Windows Server 2016/2019/2022 administration and troubleshooting.
- Microsoft 365 administration — Exchange Online, Teams, SharePoint, OneDrive, licensing.
- Active Directory and Entra ID (Azure AD), Group Policy, MFA, Conditional Access.
- Endpoint management via Intune or equivalent MDM.
- Networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN, routing basics, Wi-Fi troubleshooting.
- Backup and DR tooling (Veeam, Datto, Acronis, Azure Backup).
- Endpoint security tooling (Defender for Endpoint, SentinelOne, CrowdStrike, Sophos, or similar).
- Virtualisation (Hyper-V or VMware).
- PSA/RMM platforms — ConnectWise Manage/Automate, Autotask, Datto RMM, NinjaOne, N-able, Halo PSA, or similar.
- PowerShell scripting for administration and automation.

Soft Skills & Communication





- Fluent spoken and written English, with clear and qualified communication across calls, tickets, and email.
- Ability to explain technical issues in plain language to non-technical users and stakeholders at all levels.
- Strong customer service orientation, with a calm, patient, and professional manner — including when handling escalations or dissatisfied callers.
- Ownership and accountability: sees issues through to resolution and keeps stakeholders updated proactively.
- Excellent organisation and prioritisation under pressure, balancing competing demands across multiple client environments.
- Collaborative team player who supports colleagues, shares knowledge, and contributes to a positive team culture.
- Coaching and mentoring ability, with the confidence to guide and develop junior colleagues.
- Strong attention to detail in documentation, ticket quality, and reporting.
- Analytical mindset with a structured, methodical approach to problem solving.
- Adaptable and resilient in a fast-changing, multi-client MSP environment.

Preferred / Nice to Have

- Certifications: CompTIA A+, Network+, Microsoft MD-102, MS-900, AZ-900;
- Microsoft 365 tenant-to-tenant or email migration experience.
- Linux fundamentals (Ubuntu/CentOS) for mixed-environment clients.

Qualifications

- Bachelor's degree in Computer Science, IT, or a related discipline — or equivalent practical experience.

Working Conditions

- Rotational shifts covering [24x7 / extended business hours], including a weekend rotation.
- Participation in the on-call roster for after-hours P1 incidents.
- Occasional client site visits may be required. [Adjust if fully remote.]
- Reliable internet connection and a suitable home working setup required for remote shifts.

📌 Senior Service Desk Engineer (Hyderabad)
🏢 Evonsys India
📍 Hyderabad