Meaningful work,
meaningful life

Role Summary

We are seeking a Level 2 Engineer to support enterprise customers in a Managed Services environment, specializing in Microsoft Active Directory (AD), Windows Server, and Microsoft Entra ID (Azure AD). The role involves incident resolution, service requests, changes, and proactive maintenance, with strong emphasis on SLA adherence, security best practices, and customer satisfaction. You’ll collaborate with Level 3 teams, technical SMEs and executive level stakeholders to resolve critical issues, drive problem management, and contribute to automation and standardization.

Key Responsibilities

Incident & Service Request Management

• Own and resolve L2 incidents related to AD, Windows Server, DNS/DHCP, Group Policy, and Entra ID/Azure AD.

• Troubleshoot authentication, access, and directory sync issues (e.g., Azure AD Connect, Entra Cloud Sync).

• Solid understanding of account lifecycle, group management, permissions/ACLs, OU structure, GPO updates.

• Maintain and support Active Directory forests/domains, Sites & Services, replication, Trusts, FSMO roles.

• Administer Windows Server (2016/2019/2022): patching, roles/features, performance, storage, services.

• Manage DNS/DHCP, perform records creation and clean-up activities

• In-Depth understanding of Conditional Access, MFA, SSPR, user provisioning, app registrations/Enterprise Apps.

• Proficient in supporting Azure AD Connect/Entra Cloud Sync, health monitoring, sync rules, and troubleshooting.

• Support Intune (Endpoint/Device Management) for compliance & configuration (preferred).

• Implement security related configurations as per the request.

• Support MFA, Conditional Access, Privileged Identity Management (PIM) (preferred), password policies, and auditing.

• Assist with access reviews, role assignments, certifications and security incident response in collaboration with SecOps.

• Ensure adherence to data protection, change control, and customer-specific compliance frameworks.

• Provide clear, timely updates to customers and maintain ticket hygiene and documentation.

• Participate in on-call rotations.

Required Qualifications

• Experience: 6–8 years in enterprise AD/Windows Server and Entra ID/Azure AD support within a managed services/MSP or enterprise operations environment.

• Technical Skills: Active Directory and Entra ID, Users/Groups/OUs, GPOs, Sites & Services, Trusts, Replication, DNS/DHCP.

• Process: Solid understanding of ITIL (Incident, Problem, Change), SLA-driven operations.

• Tools: Experience with ticketing/ITSM systems (ServiceNow), monitoring tools, and Microsoft admin portals.

• Soft Skills: Strong communication, customer focus, documentation discipline, analytical problem-solving.

Preferred:

• Strong Azure fundamentals (AAD roles, RBAC, resource access)

• Experience or understanding of Privileged Access, PIM, Identity Governance, Access Reviews.

• Exposure to tenant-to-tenant migrations or on-prem to cloud identity transitions.

• Certifications (any of the below is a plus):

  • Microsoft Certified: Identity and Access Administrator Associate (SC-300)

  • Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800/AZ-801)

  • Microsoft Certified: Azure Administrator (AZ-104)

  • ITIL v4 Foundation.

Working Hours

• Primary Working Hours

  • 8:00 AM to 5:00 PM PST

  • Flexibility: On-call/after-hours support is expected for major incidents, high-impact changes, and customer-critical escalations.