Job description Role & responsibilities

System Engineer 2 provides 2nd level technical support for escalated tickets, for global users, with a primary focus on, Microsoft 365, Intune rollout, Entra, Azure and enterprise applications. This role handles business critical incidents, provides RCA and maintains SOPs, Knowledge Articles and other documentation. This role ensures adherence to SLAs and incident management procedures

Key Responsibilities

Provide second-level technical support for escalated issues from L1 on end user support
Troubleshoot complex issues related to O365, Intune rollout, Entra, Azure AD, Exchange Online, and enterprise applications
Manage and support: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Intune, Entra, Endpoint management, Endpoint Security, Compliance and risk mitigation)
Exchange Online (mail flow, mailboxes, distribution lists)
Perform root cause analysis (RCA) and implement preventative measures
Handle application support and business-critical incidents
Collaborate closely with business teams and stakeholders
Maintain documentation, SOPs, and technical knowledge base
Ensure adherence to SLA, KPI, and incident management processes.

Preferred candidate profile





- 5-8 years in IT support roles with minimum 2 + years of hands-on experience as L2, Strong expertise in: O365 Administration
- Exchange Online troubleshooting, Application support
- AD/Entra identity/access, Intune/endpoint, network fault isolation, application support, RCA, Major Incident, ITIL, PowerShell/automation awareness
- User access and identity management (Azure AD preferred)
- Experience in application support in enterprise environments
- Excellent communication & stakeholder management skills - customer-focused approach - no or minimal accent, grammatically correct
- Ability to work directly with business users
- Solid troubleshooting, analytical, and problem-solving skills
- Ability to handle major incidents and escalations under pressure
- Willingness to work in rotational/night shifts.

Key Competencies

Knowledge of: Microsoft Teams administration
SharePoint/OneDrive troubleshooting
Intune / Endpoint Management / End user support
knowledge of: Cloud Administration, Security (Basic skills)
ITIL process knowledge - incident, problem, and change management
Process improvements and automation

📌 Systems Analysis Engineer (India)
🏢 Cherry Bekaert
📍 India