Senior Analyst, Tier 2

Overview

Serve as the escalation point for IT support tickets referred from Level 1, resolving complex hardware, software and network issues across the Microsoft technology stack while maintaining and improving the systems that keep the organization running.

What you'll do

• Serve as the primary escalation point for tickets referred from Level 1 support, diagnosing and resolving complex hardware, software, and connectivity issues.
• Administer and support Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, Teams, and Intune device management.
• Manage user accounts, groups, and permissions in Active Directory and Microsoft Entra ID (Azure AD), including provisioning, deprovisioning, and access troubleshooting.
• Image, configure, deploy, and maintain Windows desktops, laptops, and mobile devices in accordance with company standards.
• Apply patches, security updates, and endpoint protection policies; monitor systems for compliance and remediate vulnerabilities.
• Troubleshoot network connectivity issues, including Wi-Fi, VPN, and local network/printer problems, escalating to Level 3 or network engineering as needed.
• Use PowerShell and Microsoft admin centers to automate routine administrative tasks and streamline support workflows.
• Document troubleshooting steps, resolutions, and standard operating procedures in the knowledge base to support Level 1 staff and reduce repeat tickets.
• Assist with employee onboarding/offboarding, including account setup, hardware provisioning, and software licensing.
• Support Microsoft Teams Rooms, conferencing equipment, and other collaboration technology in remote office locations.
• Participate in IT projects such as system migrations, software rollouts, and infrastructure upgrades.
• Maintain accurate asset inventory and licensing records for hardware and Microsoft software subscriptions.

What you'll need

• 8 years of experience in technical support, with demonstrated Level 3 / escalation-tier responsibilities.
• Proficiency with the Microsoft 365 admin center, Exchange Online, SharePoint, OneDrive, and Microsoft Teams.
• Working knowledge of Active Directory and Microsoft Entra ID (Azure AD), including group policy and user/access management.
• Familiarity with Microsoft Intune or another MDM/endpoint management platform.
• Basic scripting ability with PowerShell for administrative and troubleshooting tasks.
• Solid understanding of TCP/IP networking fundamentals, DNS, DHCP, and VPN concepts.
• Strong Windows 10/11 administration and troubleshooting skills.
• Strong problem-solving skills and the ability to prioritize and manage multiple tickets under time pressure.
• Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.
• Willingness to support U.S. business hours and work rotational shifts as needed.
• Microsoft certifications such as MS-900 (Microsoft 365 Fundamentals), MD-102 (Endpoint Administrator), or AZ-900 (Azure Fundamentals).
• CompTIA A+ and/or Network+ certification.

Nice to have

• Experience supporting Microsoft Azure or hybrid cloud environments.
• Exposure to backup/disaster recovery tools and basic cybersecurity best practices.

Details

• Location: Bangalore, India.
• Willingness to support U.S. business hours and work rotational shifts as needed.