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IT Support Agent - L1

IT Support Agent - L1

SAP Fioneer

2 - 3 years

4 - 5 Lacs

Bengaluru

Posted:1 month ago| Platform:

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Skills Required

Service management SAP Issue resolution Windows Medical insurance microsoft Adobe Technical support Financial services Monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

PRODUCT TECHNOLOGY STACK

Enterprise: Microsoft Azure / M365

MDM: InTune, Kandji

SaaS: Jira, Confluence, Miro, Figma, Keeper, Adobe, DocuSign, Github

Hardware: Mac & Windows Laptops, iPhones

EXPECTATIONS AND TASKS

We are seeking a motivated and customer-focused L1 IT Support Agent to join our IT team and provide first-line technical support in a Microsoft Cloud environment. This role is ideal for individuals early in their IT careers who are passionate about cloud technologies and eager to grow within a Microsoft-focused ecosystem (Azure, Microsoft 365, Intune, etc.).

Working times:

IST (UTC +5.5) 08:00 - 17:00 - Asia & Australia

IST (UTC +5.5) 14:30 - 23:30 - Europe & Americas

On-Call Duty will be scheduled in 12-hour shifts during off-peak hours and weekends

First-Line Support & Issue Resolution

Deliver initial support for Microsoft 365, EntraID, Intune, Kandji, and Teams.

Resolve common issues with accounts and authentication.

Escalate complex cases to L2/L3 while maintaining ticket ownership.

User & Device Management

Perform basic user admin (passwords, licenses, groups, mailboxes).

Support device setup and compliance via Intune and Kandji.

Troubleshoot Mac, Windows, and iPhone hardware.

Monitoring, Documentation & Collaboration

Monitor service dashboards and respond to alerts.

Log and manage tickets in Jira Service Management and follow SLAs.

Maintain knowledge base articles in Confluence.

Work with internal teams to improve support processes and user experience.

WORK EXPERIENCE

2+ years of experience in IT support, with experience in Microsoft cloud environments.

Familiarity in Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and EntraID.

Experience supporting both macOS and Windows environments, including iOS device support.

Hands-on experience with ITSM platforms, ideally Jira Service Management.

Strong organisational, problem-solving and communication skills.

Ability to work independently and within a team.

Willingness to learn and adapt in a fast-paced environment.

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IT Support Agent - L1