L2 Support Engineer

Industry Other
Category Engineering
Location Kathmandu, Nepal
Salary Not Disclosed
Expiry date Aug 30, 2026 (6 days left)

Job Description

Job Title: L2 Support Engineer

Job Overview & Key Details

Experience: Minimum 3+ years of relevant IT/Endpoint support experience
Education: Bachelor's Degree
Location: Hybrid (Onsite Mondays for team engagement; Remote remaining days)
Shift Timing: 6:15 PM – 3:15 AM (EST Alignment)
Salary: Negotiable (Based on expertise and experience)

Position Overview

We are seeking a customer-focused and technically skilled IT Support Technician II to provide Level 2 (L2) support for end users. The ideal candidate will have hands-on experience administering Microsoft 365, Microsoft Entra ID (Azure AD), Microsoft Intune, and Microsoft Autopilot.

This individual will be responsible for supporting Windows, Android, and iOS devices, managing user accounts, deploying applications, troubleshooting technical issues, and delivering exceptional customer service in a fast-paced environment. This role requires a proactive problem solver with strong technical troubleshooting abilities, excellent communication skills, and a commitment to providing a high-quality end-user experience.

Key Responsibilities

Provide Level 2 technical support for desktops, laptops, mobile devices, software applications, and network-related issues.
Respond to and resolve IT support requests through phone, email, remote support tools, and ticketing systems.
Diagnose, troubleshoot, document, and resolve technical incidents in a timely manner.
Support and troubleshoot Windows operating systems and managed mobile devices.
Administer Microsoft 365 services, including user accounts, licensing, email access, and application support.
Manage user identities, groups, permissions, and access through Microsoft Entra ID (Azure AD).
Administer and support Microsoft Intune for endpoint management.
Deploy, configure, and manage applications through Microsoft Intune.
Enroll, provision, and manage Windows, Android, and iOS devices.
Configure and maintain compliance policies, configuration profiles, security settings, and endpoint management policies.
Troubleshoot device enrollment, application deployment, compliance, and Autopilot provisioning issues.
Perform onboarding and offboarding activities, including user provisioning, device deployment, equipment recovery, and access management.
Maintain accurate documentation, knowledge base articles, standard operating procedures, and asset records.
Collaborate with internal IT teams and third-party vendors to resolve escalated issues.
Track and manage support requests through the organization's ticketing platform while adhering to service level expectations.
Deliver exceptional customer service and maintain professionalism in all user interactions.

Qualifications

1. Technical Skills

2+ years of experience in an IT Support, Help Desk, Desktop Support, or Endpoint Administration role.
Hands-on experience administering Microsoft 365.
Experience managing user accounts and access within Microsoft Entra ID (Azure AD).
Strong experience administering Microsoft Intune, including:
Device enrollment and provisioning
Application deployment and management
Compliance policies and configuration profiles
Endpoint security management
Device troubleshooting and lifecycle management

2. Experience supporting and managing:

Windows 11
Android devices
iOS/iPadOS devices
Strong troubleshooting skills for hardware, software, operating systems, and endpoint-related issues.

3. Familiarity with networking fundamentals, including:

TCP/IP
DNS
DHCP
VPN connectivity
Network troubleshooting

4. Experience with MSP related tooling & ticketing platforms such as:

Atera
Syncro
NinjaRmm
DattaRMM
Autotask
IT Glue
Confluence
Bitwarden
Experience with endpoint deployment, asset management, and device lifecycle management.

5. Soft Skills

Excellent written and verbal communication skills.
Strong customer service and end-user support mindset.
Ability to independently troubleshoot and resolve technical issues.
Strong analytical and problem-solving abilities.
Excellent organizational and documentation skills.
Ability to prioritize multiple requests and perform effectively in a fast-paced environment.
Ability to work both independently and collaboratively within a team.

6. Preferred Qualifications

Experience working for an MSP
Experience supporting Microsoft 365 environments.
Experience with Conditional Access policies and identity security best practices.
Familiarity with Microsoft Defender for Endpoint or Endpoint security management.
Experience working with hardware vendors and Autopilot device registration processes.

7. Preferred Certifications