IT Support Roles – Microsoft 365 / Azure (Team Lead & L1 / L2 / L3)

Please email your resume to: hr@sanganan.co.in

Open Positions

1. Team Lead – IT Support (Microsoft 365 / Azure)

Reports To:

Key Responsibilities:

• Lead a team of L2/L3 engineers delivering Microsoft 365 and Azure support.
• Own escalations and ensure end-to-end incident resolution.
• Monitor ticket SLAs, response quality, and customer satisfaction.
• Plan 24x7 shift/standby rosters and oversee rotation.
• Coordinate with internal teams (Sales, Projects, Security).
• Drive team coaching, documentation standards, and SOPs.

Must-Have:

• 5+ years of IT support experience, 1–2 years in leadership.
• Strong expertise in Microsoft 365 (Exchange, Intune, Teams, SharePoint) and Azure (Entra ID, VM, networking).
• Excellent spoken and written English – clear and professional communication is a must.
• Experience managing support teams and planning rotations.

Good-to-Have:

• Microsoft certifications (e.g. MS-101, AZ-104, SC-series)
• Familiarity with Jira, Freshservice, ServiceNow
• Exposure to managed services, documentation, SOP design

Best-to-Have:

• Fortinet experience (FortiGate firewall, VPN, policies)
• Familiarity with Defender for Endpoint, Sentinel, Purview
• Prior SOC or cybersecurity support experience

2. IT Support Engineer – Microsoft 365 / Azure (L2/L3)

Reports To:

Level 2 and Level 3

Key Responsibilities – L2:

• Troubleshoot Microsoft 365 issues (Teams, Outlook, SharePoint, OneDrive, Intune).
• Manage device onboarding, MFA, Conditional Access.
• Communicate effectively via phone/email and document resolutions.
• Escalate critical issues to L3 or vendors.

Key Responsibilities – L3:

• Deep-dive troubleshooting and advanced Azure/M365 configurations.
• Handle escalated or high-impact incidents.
• Execute support for projects (tenant migrations, VM setup, scripting).
• Use PowerShell for automation and diagnostics.

Must-Have:

• 3+ years in IT support with Microsoft 365/Azure.
• Strong English communication (written & spoken).
• Experience with admin centers, Intune, Entra ID, Azure VMs, basic PowerShell.
• Willingness to work in shift/standby coverage as needed.

Good-to-Have:

• Microsoft certifications (e.g. MS-100, AZ-104, SC-300)
• Experience with managed services or client-facing support
• Familiarity with ticketing systems and knowledge bases

Best-to-Have:

• Fortinet firewall (VPN, policy config)
• Microsoft security tools (Sentinel, Defender, Purview)
• SOC background or experience with security triage and alerts