Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Microsoft Windows Desktop Management
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: The Remote Support Engineer will provide technical support for end-user devices, focusing on Windows OS, Microsoft Intune, M365, and endpoint security tools. The role involves troubleshooting device, application, compliance, and connectivity issues, ensuring quick resolution and excellent customer experience. Roles & Responsibilities: 1. End-User Device Support • Provide remote troubleshooting for Windows 10/11 devices. • Resolve OS-level issues including performance, boot, drivers, updates, profiles, login issues, and system errors. • Troubleshoot hardware components such as laptops, desktops, peripherals, and docking stations. • Support BitLocker, TPM, BIOS, and device encryption-related issues. 2. Microsoft Intune / Endpoint Manager • Enroll devices into Intune (Autopilot, BYOD, Corporate). • Troubleshoot device enrollment, compliance failures, ESP issues, and app deployment failures. • Manage and support: o Configuration profiles o Compliance policies o Windows Update for Business o App deployment via Win32, Store, LOB apps o Endpoint Security policies (AV/Firewall/EDR) • Monitor and remediate Intune alerts and device health issues. 3. Autopilot & Provisioning • Support Autopilot pre-provisioning, user-driven setup, and Hybrid join scenarios. • Troubleshoot OOBE, white-glove failures, ESP stuck, driver issues, and deployment delays. • Work with imaging teams for golden image updates and driver packs. 4. Identity & Access • Troubleshoot Azure AD Join, Hybrid AD Join, and Conditional Access issues. • Support MFA, SSO, work/school account issues, and user profile corruptions. • Resolve certificate, VPN, wired/wireless authentication issues. 5. Microsoft 365 Support • Provide support for Outlook, OneDrive, Teams, Office installations, and profile issues. • Troubleshoot sync errors, login issues and app crashes. 6. Ticketing & Documentation • Work on incidents, service requests, and change requests within SLA. • Document troubleshooting steps, knowledge articles, and root cause analyses. • Collaborate with engineering teams to escalate complex issues. 7. Security & Compliance • Ensure devices meet compliance policies (AV, Firewall, encryption, patching). • Work with EDR tools (Defender etc.) for alerts and agent issues Professional & Technical Skills: - Must To Have Skills: Proficiency in Microsoft Windows Desktop Management. - Strong understanding of system troubleshooting and problem resolution techniques. - Experience with remote desktop support tools and techniques. - Familiarity with network configurations and connectivity issues. - Ability to document and maintain support procedures and knowledge bases. Additional Information: - The candidate should have minimum 2 years of experience in Microsoft Windows Desktop Management. - This position is based at our Gurugram office. - A 15 years full time education is required.