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Ankush Bansal

@ankushbansal

L2 Technical Support Engineer at Atomic North supporting 650+ MSP client environments and authoring team-adopted infrastructure runbooks.

India

Message

At Atomic North Pvt. Ltd., I deliver L2 infrastructure and cloud support across 650+ MSP client environments, resolving escalations involving Microsoft 365, Azure, Windows Server, and networking.

I author SOPs and troubleshooting runbooks adopted by the team, and deliver technical training to help colleagues strengthen support practices.

Previously, at IT By Design Pvt. Ltd., I supported 250+ MSP client environments and managed 300+ virtual machines and physical servers across Hyper-V, VMware, and Failover Clustering. I also handled backup and disaster recovery operations, root cause analysis, and change management.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer (L2)

Current

Atomic North Pvt. Ltd.

Jan 2026 - Present (9 months)

Delivered L2 infrastructure and cloud support across 650+ MSP client environments, resolving 20-40 tickets per week and authoring SOPs and troubleshooting runbooks.

Microsoft 365 Exchange Online Intune Azure Entra ID Active Directory Domain Services Group Policy SharePoint VPN Networking SOP Development Technical Training

Senior / Advanced System Administrator

IT By Design Pvt. Ltd.

Sep 2023 - Nov 2025 (2 years 2 months)

Provided L2/L3 infrastructure support across 250+ MSP client environments, managing 300+ VMs and physical servers, and leading root cause analysis and capacity planning.

Support Engineer

Concentrix

Nov 2021 - Aug 2023 (1 year 9 months)

Delivered enterprise platform support for Microsoft clients, specializing in Windows Server, Hyper-V, Failover Clustering, storage, and backup operations.

Windows Server Hyper V Failover Clustering Storage Backup VM Hypervisor Migrations Server Upgrade Data Replication File Share Transition Troubleshooting Root Cause Analysis

Subject Matter Expert (L2)

Teleperformance India

Aug 2020 - Nov 2021 (1 year 3 months)

Served as escalation lead for Adobe products, leading team coaching, quality reviews, and CSAT improvement programmes for a team of 15+ agents.

Photoshop Lightroom Adobe Bridge Windows MacOS Team Coaching Quality Reviews CSAT Improvement

Technical Support Executive (L1)

ComFuture Solutions Pvt. Ltd.

Dec 2014 - Mar 2020 (5 years 3 months)

Provided L1 technical support for systems, connectivity, and application issues, building a strong foundation in remote diagnostics and customer handling.

Technical Support Remote Diagnostics Customer Handling Ticket Management Escalation Management