Tier 1–2 IT Support Engineer (M365-Focused | Managed Services Environment)

About the Company

The Organization is an AI-driven cybersecurity and managed IT services provider
supporting medical practices, nonprofits, and small to mid-sized businesses. We
focus heavily on proactive monitoring, automation, security hardening, and
operational efficiency. Our technology stack is modern, security-first, and
performance-driven.

We are looking for a strong Tier 1–2 Support Engineer who can operate in a
fast-paced MSP environment and support Microsoft 365, endpoint security, and
infrastructure systems with minimal supervision.

Position Overview

The Tier 1–2 IT Support Engineer will be responsible for day-to-day technical
support, endpoint management, Microsoft 365 administration, and security
operations support across multiple client environments.

This role requires strong troubleshooting skills, clear communication, and hands-on
experience with modern cloud-based IT systems.

Core Responsibilities Microsoft 365 (Heavy Focus)

• · Administer Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams)
• · Manage Entra ID (Azure AD), MFA policies, conditional access
• · User provisioning, license management, mailbox troubleshooting
• · Troubleshoot mail flow, spam filtering, and security alerts
• · Support Intune device enrollment and MDM policies
• · Assist with SharePoint permissions and structure

Endpoint & Security Management

• · Deploy and manage NinjaOne (monitoring, patching, remote support)
• · Manage and respond to alerts from SentinelOne
• · Assist with endpoint policy enforcement and threat remediation
• · Perform patch management and system health monitoring
• · Support vulnerability remediation and security hardening
• · Work with phishing simulations and security awareness tools (e.g., KnowBe4)

Help Desk & Support

• · Respond to tickets in a timely and professional manner
• · Troubleshoot Windows 11 environments
• · Support printers, VPNs, remote access, and basic networking
• · Provide onsite and remote technical support
• · Document solutions and create/update SOPs
• · Escalate issues appropriately when needed

Documentation & Operations

• · Maintain detailed technical documentation
• · Build and update SOPs in SharePoint
• · Maintain asset inventory and client tech stack documentation
• · Assist in creating emergency response documentation

Required Experience

• · 3+ years in IT Support (MSP experience preferred)
• · Strong hands-on experience with Microsoft 365 Administration
• · Experience with NinjaOne (or similar RMM)
• · Experience with SentinelOne or enterprise endpoint security tools
• · Strong understanding of Windows OS troubleshooting
• · Basic networking knowledge (firewalls, switches, routers, VLANs)
• · Experience with MFA, conditional access, and identity security
• · Familiarity with backup systems and cloud environments

Soft Skills (Very Important)

• · Strong communication skills (written and verbal)
• · Professional and confident when speaking with clients
• · Ability to explain technical issues in simple terms
• · Highly organized and detail-oriented
• · Ability to work independently and take ownership
• · Calm under pressure during outages or incidents

Preferred Certifications

• · Microsoft MS-900, MD-102, or equivalent
• · CompTIA Network+ or Security+
• · Azure Fundamentals
• · Any endpoint security certifications

Job Type: Full-time

Pay: Rs84,000.00 - Rs140,000.00 per month

Work Location: Remote