Engineer II

Engineer II

Location: This is a hybrid opportunity in Delhi NCR, Bangalore, Hyderabad, Gurugram area.

Insight at a Glance

• 14,000+ engaged teammates globally with operations in 25 countries across the globe.
• Received 35+ industry and partner awards in the past year
• $9.2 billion in revenue
• #20 on Fortune’s World's Best Workplaces™ list
• #14 on Forbes World's Best Employers in IT – 2023
• #23 on Forbes Best Employers for Women in IT- 2023
• $1.4M+ total charitable contributions in 2023 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions.

About the role

We are seeking a Level 2 Services Technician to join our MSP Service Desk team in a 24x7 support environment. This role focuses on resolving escalated end-user issues across modern workplace technologies while delivering a high-quality customer experience.

Key Responsibilities:

• Incident & Service Request Resolution
  • Diagnose, troubleshoot, and resolve escalated incidents and service requests within SLA targets using ServiceNow 
  • Provide advanced support across: 
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Office applications) 
  • Microsoft 365 Exchange Online: 
  • Mailbox access and permission issues (delegation, shared mailboxes) 
  • Mail flow and delivery issues (delays, NDRs, spam filtering) 
  • Distribution lists and mailbox configuration 
  • Outlook profile synchronization with Exchange 
  • Calendar access, sharing, and booking issues 
  • Windows 11 OS (performance issues, profile management, patch validation) 
  • Microsoft Entra ID (Azure AD): 
  • Identity and access management issues 
  • Multi-Factor Authentication (MFA) troubleshooting and reset 
  • MFA re-registration for new or replacement devices (including Authenticator app setup) 
  • Authentication failures, conditional access impact analysis, and SSO troubleshooting 
  • Microsoft Intune (device enrollment, compliance, application deployment) 
  • Cisco AnyConnect VPN (connectivity, authentication, configuration issues) 
  • Adobe applications (installation, licensing, performance troubleshooting) 
  • Peripheral devices (printers, drivers, hardware connectivity) 
  • Perform structured troubleshooting and root cause analysis; validate resolution before closure 
• ServiceNow & Ticket Management
  • Maintain strict ticket hygiene: accurate categorization, prioritization, and detailed work notes 
  • Provide timely updates to end users and ensure SLA compliance 
  • Document troubleshooting steps and resolutions clearly for reuse and audit readiness 
• Escalation & Collaboration
  • Escalate to Level 2.5 with complete diagnostics (logs, screenshots, replication steps, impact assessment) 
  • Collaborate with infrastructure, security, and application teams for cross-functional resolution 
  • Participate in major incident calls (bridge support, rapid triage, workaround identification) 
• Knowledge Management & Continuous Improvement
  • Create and maintain knowledge articles, SOPs, and troubleshooting guides 
  • Identify recurring issues and support problem management initiatives 
  • Drive shift-left by improving L1.5 capability through feedback and documentation 
• Customer Experience & Communication
  • Deliver professional, clear, and timely communication to global end users 
  • Set expectations and provide consistent updates throughout ticket lifecycle 
  • Handle escalations and challenging interactions with ownership and professionalism 
• Compliance & Security
  • Follow client security standards, access controls, and data protection policies 
  • Adhere to change management and escalation protocols 
  • Ensure accuracy of system updates across ServiceNow and endpoint tools 
• Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

What we’re looking for

• 2–4 years of experience in Service Desk, Desktop Support, or Managed Services (MSP) environment 

• Hands-on experience with Windows 10/11 support, including OS troubleshooting, user profiles, performance issues, and patch validation 

• Hands-on experience with Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and Office applications 

• Hands-on experience supporting Microsoft 365 Exchange Online, including mail flow troubleshooting, mailbox access and permissions management, and Outlook client integration 

• Hands-on experience with Microsoft Entra ID (Azure AD), including identity and access management, authentication issues, and basic SSO troubleshooting 

• Hands-on experience with Microsoft Multi-Factor Authentication (MFA), including reset and re-registration processes, new device onboarding, and secure user identity verification 

• Hands-on experience with Microsoft Intune, including device enrollment, compliance policies, and application deployment 

• Hands-on experience with VPN technologies, including Cisco AnyConnect connectivity and authentication troubleshooting 

• Hands-on experience supporting Adobe applications, including installation, licensing, and performance troubleshooting 

• Experience using ServiceNow or a similar ITSM platform, including ticket lifecycle management, documentation, and SLA adherence 

• Strong troubleshooting and analytical skills, with the ability to perform structured root cause analysis and resolve issues independently 

• Strong English language proficiency (mandatory): 

• Clear, confident verbal communication with global (primarily US/English-speaking) users 

• Strong written communication for ticket updates, knowledge articles, and email interactions 

• Ability to explain technical issues in simple, user-friendly language 

• Ability to document troubleshooting steps clearly and accurately without heavy supervision 

• Ability to work effectively in a fast-paced, SLA-driven, 24x7 support environment 

What you can expect

We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include:

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
• Medical Insurance
• Health Benefits
• Professional Development: Learning Platform and Certificate Reimbursement
• Shift Allowance

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.

Join us today, your ambITious journey starts here.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.