A Technical Support L2 escalation role in Noida for a technology company that supports accounting, tax and legal firms. You will handle escalated Windows, Microsoft 365 and network tickets on a night shift that follows US business hours. Three to nine years of experience is needed.

The role

This is an escalation role for a technology company that provides cloud hosting and managed IT services to accounting, tax and legal firms in the United States. Tickets reach you when a first-level engineer could not resolve them, or when the problem was never a standard one. You will work remotely into client systems, so you will rarely touch the device yourself.

Your day will include owning escalated tickets from handover to resolution. You will troubleshoot Windows desktops, laptops and servers, and administer Microsoft 365 tasks such as Exchange Online, Teams, SharePoint, OneDrive, licensing, user setup and MFA resets. You will also diagnose network faults across routers, switches, firewalls and VPNs, respond to monitoring alerts, and support onboarding, offboarding and backup restores. You will explain issues to client staff in plain language, including during outages.

We want a generalist who is good at isolating a problem, forming a hypothesis and testing it. You should know a reasonable amount about Windows, Microsoft 365 and networking. Working knowledge of TCP/IP, DNS, DHCP, VPN, Active Directory, Firewall, Fortinet and Exchange is expected. Clear written English for ticket notes and client messages is essential. Experience with remote support tools and PowerShell is helpful but not required.

The role is full-time and based at the Noida office, on-site. It is not a work-from-home role. The shift is a night shift that covers US business hours. Notice period of up to 30 days is preferred.

To apply, sign in on hyperwrk.com and apply in one step. A recruiter at Albireo reads every application.

Must have

Hands-on Windows troubleshooting across desktop and server
Working Microsoft 365 administration experience: Exchange Online, Teams, SharePoint, OneDrive, user and license management
Practical networking knowledge: TCP/IP, DNS, DHCP, VPN
Demonstrated experience supporting users and infrastructure remotely
3+ years in IT support, helpdesk, or an MSP environment, including time at L2 or escalation level

Nice to have

Hands-on experience with remote monitoring and management platforms
Active Directory and Entra ID
Familiarity with firewall and network hardware such as Fortinet, UniFi, or SonicWall
Basic PowerShell for routine administration and reporting
Certifications such as CompTIA A+, Network+, MS-900, AZ-900, or MS-102

What happens after you apply

The recruiter working this role reads your application. If it fits, they call you before anything is shared with the company. You see every stage in your account, in plain words.