Windows System Administrator - Level 2 (MSP)

About the role

An experienced Windows System Administrator - Level 2 is sought for an IT infrastructure team supporting Managed Service Provider (MSP) clients, based in Vadodara, Gujarat (on-site). The Level 2 administrator acts as an escalation point for L1 support, independently troubleshoots complex technical issues, administers client infrastructure and supports infrastructure projects while keeping service availability, security and client satisfaction high.

Key responsibilities

• Escalate L1 incidents, troubleshoot advanced Windows, application, endpoint, Microsoft 365 and connectivity issues, analyse root causes and meet SLAs
• Administer Windows Server, Active Directory, DNS, DHCP, Group Policy, file and print services, and server patching and hardening
• Troubleshoot LAN/WAN, VPN, firewall, switch and routing issues, and coordinate with network engineers and ISPs
• Administer Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Entra ID) and basic Azure and AWS resources, and assist with hybrid infrastructure and cloud migrations
• Administer VMware ESXi/vSphere and Hyper-V, manage VMs, snapshots, virtual networking and storage, and assist with upgrades
• Implement security policies, hardening, vulnerability remediation, antivirus/EDR management and incident response; support compliance audits
• Monitor and manage backups, restore data, validate backup integrity and assist with disaster recovery planning and testing
• Use PowerShell to automate administration and reporting, configure RMM monitoring policies and automate remediation
• Support server upgrades, infrastructure refreshes and Microsoft 365 projects, and mentor L1 engineers and build knowledge-base documentation

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field preferred
• Minimum 3-5 years of experience in system administration, infrastructure support or a similar role
• Experience supporting MSP or multi-client environments is highly desirable; international voice-based technical support experience preferred
• Ability to work independently and act as an escalation point for L1 teams

Required skills

• Windows Server, Active Directory, DNS, DHCP, Group Policy and Microsoft 365 administration
• Networking and troubleshooting, with working knowledge of Azure and AWS
• VMware ESXi/vSphere or Hyper-V, and backup and disaster recovery
• PowerShell scripting and automation; familiarity with RMM and PSA/ticketing platforms
• Excellent English communication and strong documentation and troubleshooting skills