Technical Support Engineer(Site Agnostics)

Job Profile

Department :

Information Technology

Reports To :

IT Service Desk Manager

Location : Hyderabad (WFO)Role Summary :

The IT Services Desk Specialist provides Tier 1–2 technical support to end-users across the organization, with a strong focus on troubleshooting Microsoft Office 365 (O365) and Azure Active Directory (AAD) issues. The role involves resolving technical incidents, fulfilling service requests, and ensuring high customer satisfaction through timely and effective resolution of user concerns.

Key Responsibilities :

• Serve as the first point of contact for IT support through phone, chat, email, or ticketing system.
• Troubleshoot and resolve issues related to Microsoft O365 (Outlook, Teams, OneDrive, SharePoint) and Azure Active Directory (user authentication, group membership, MFA).
• Manage user accounts and permissions within Active Directory and Azure AD.
• Support device management, including Windows 10 / 11, mobile devices, and remote access (VPN, MFA).
• Escalate unresolved issues to Tier 3 or specialized support teams.
• Document issues, solutions, and knowledge base articles.
• Monitor and follow up on open tickets, ensuring timely resolution and communication.
• Participate in onboarding / offboarding processes and technology provisioning.
• Assist in software installations, updates, and patching.

Required Qualifications & Skills :

Soft Skills :

Preferred Qualifications :

Key Relationships :

Role Dimensions :

Success Measures (KPIs) :

Competency Framework Alignment :

Skills Required

Intune, Sccm, Powershell Scripting, Windows 10