L2 Cloud Support Engineer

Google Workspace | Microsoft 365 | Cloud & Email Administration

About the Role

We are looking for an experienced L2 Cloud Support Engineer to join our technical support team and take ownership of day-to-day customer issues across Google Workspace and Microsoft 365.

This is a hands-on technical role. You will investigate customer issues, identify the root cause, implement fixes, communicate directly with customers, and escalate only complex issues that require senior-level intervention.

The ideal candidate should be comfortable working independently with cloud administration consoles, PowerShell, DNS, email systems, identity platforms, and migration tools.

Key Responsibilities Microsoft 365

- Administer Microsoft 365 tenants and user accounts.
- Troubleshoot Exchange Online, Outlook, mail flow and mailbox issues.
- Manage licenses, shared mailboxes, aliases, groups and permissions.
- Troubleshoot Microsoft 365 email delivery and authentication issues.
- Work with Exchange Online PowerShell for investigation and administration.
- Troubleshoot archive, retention and mailbox-related issues.
- Support Microsoft Entra ID, MFA and basic identity-related issues.
- Perform basic SharePoint and OneDrive administration.
- Support basic Microsoft Intune and device-management issues.
- Open and manage Microsoft support cases when required.

Google Workspace

- Administer Google Workspace environments.
- Troubleshoot Gmail, Google Drive, Calendar, Groups and user-account issues.
- Manage users, aliases, groups, organizational units and licenses.
- Troubleshoot Gmail delivery and mail-flow issues.
- Investigate Google Workspace storage and quota issues.
- Support Google Workspace security and administration settings.
- Use GAM or similar tools for administration and troubleshooting.
- Open and manage Google support cases when required.

Email & DNS

- Troubleshoot MX, SPF, DKIM and DMARC configuration.
- Investigate email delivery, rejection and authentication issues.
- Perform DNS checks and identify incorrect or missing records.
- Troubleshoot domain verification and email-related DNS problems.
- Use tools such as MXToolbox and other mail diagnostics tools.

Cloud Migrations





- Support Google Workspace and Microsoft 365 migrations.
- Monitor migration batches and migration status.
- Investigate failed and warning migration items.
- Perform pre-migration and post-migration checks.
- Troubleshoot common migration issues.
- Assist with mailbox, email and file migration activities.
- Escalate complex migration issues with proper technical findings and logs.

Linux & Cloud Support

- Perform basic Linux server troubleshooting.
- Work with SSH and common Linux commands.
- Check disk space, services, connectivity and logs.
- Troubleshoot basic cloud infrastructure issues across Azure and Google Cloud.
- Understand basic networking concepts such as IP addresses, DNS, ports, firewalls and routing.

Ticket Ownership The engineer will be expected to own support tickets from start to finish:

- Review and understand the issue.
- Gather the required information from the customer.
- Investigate the problem.
- Identify the root cause.
- Implement the fix where possible.
- Communicate progress clearly to the customer.
- Document the resolution.
- Escalate only when the issue requires senior-level intervention.

The expectation is not simply to forward tickets. The engineer should investigate and resolve issues independently.

Required Skills

- 2–4 years of experience in technical/cloud support.
- Solid hands-on experience with Microsoft 365 or Google Workspace.
- Good understanding of Exchange Online and Gmail.
- Experience with DNS and email authentication.
- Working knowledge of PowerShell.
- Experience troubleshooting cloud applications and services.
- Good understanding of Active Directory / Entra ID concepts.
- Good troubleshooting and analytical skills.
- Ability to read error messages, logs and technical documentation.
- Good written and verbal communication.
- Ability to work independently and manage multiple tickets.

Good to Have





- Google Workspace administration certification.
- Microsoft 365 / Azure / Entra certifications.
- Experience with Google Workspace migrations.
- Experience with Microsoft 365 migrations.
- Experience with GAM.
- Exchange Online PowerShell experience.
- SharePoint and OneDrive administration.
- Microsoft Intune.
- Azure fundamentals.
- Google Cloud fundamentals.
- Linux administration.
- Experience working with Google or Microsoft support teams.

What We Expect From You You should be someone who:

- Does not stop at the first error message.
- Investigates before escalating.
- Can search documentation and find solutions independently.
- Is comfortable using command-line tools.
- Can explain technical issues in simple language to customers.
- Takes ownership of tickets.
- Documents solutions so the same problem does not need to be investigated repeatedly.
- Understands when an issue needs escalation.
- Can work across both Google and Microsoft environments.

Role Structure

Level: L2

Department: Technical Support / Cloud Services

Reporting to: Business Head / L3 Technical Escalation

Work: Customer-facing technical support

Key Performance Indicators

Performance will be measured on:

- Ticket resolution time
- First-time resolution rate
- Number of tickets resolved without escalation
- Quality of technical investigation
- Customer communication
- Accurate ticket documentation
- Escalation quality
- Adherence to support procedures
- Ability to independently handle increasingly complex issues

Important This is not a basic helpdesk role.

We are looking for someone who can independently troubleshoot Google Workspace, Microsoft 365, Exchange Online, email/DNS, identity and cloud administration issues and become the technical owner of customer support tickets.

The successful candidate should reduce the number of routine and intermediate technical issues that require senior-level intervention.

Pay: ₹250,000.00 - ₹500,000.00 per year

Benefits

- Cell phone reimbursement

Education:
- Bachelor's (Required)

Experience:
- Cloud Support / Microsoft 365 / Google Workspace: 2 years (Required)

Work Location: In person

📌 Cloud Support Engineer - Google Workspace & Microsoft 365 (Delhi)
🏢 Virtuous Assistant and Cloud Technologies Private
📍 Delhi