Site Agnostics_VS150625

Job Profile

Department

Reports To

Location: Hyderabad (WFO)Role Summary:

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

• Associate or Bachelor's degree in Information Technology or a related field, or equivalent experience.
• 5+ years of experience in a Service Desk or IT Support role.
• Proficient in troubleshooting Microsoft O365 applications and Azure AD.
• Strong knowledge of Windows OS, networking fundamentals, and endpoint support.
• Experience using ITSM tools like ServiceNow, FreshService, or similar.
• Familiarity with remote desktop tools and diagnostic utilities.
  

Soft Skills

• Excellent verbal and written communication.
• Strong problem-solving and critical thinking abilities.
• Customer-focused mindset and patience under pressure.
• Ability to manage multiple priorities in a fast-paced environment.
• Team-oriented, with the ability to collaborate across departments.
  

Preferred Qualifications

• Microsoft certifications (e.g., MS-900, AZ-900, MD-100, MD-101).
• Experience with Intune, SCCM, or other device management platforms.
• Familiarity with PowerShell scripting for administrative tasks.
• ITIL Foundation certification.
  

Key Relationships

• Internal: Employees at all levels, IT Infrastructure Team, Security Team, HR (on/offboarding).
• External: Vendors and third-party support providers (as needed).
  

Role Dimensions

• User base supported: ~[insert number]
• Primary tools: Microsoft 365 Admin Center, Azure Portal, ADUC, ticketing systems.
• May involve shift work or on-call rotation (if applicable).
  

Success Measures (KPIs)

• First Contact Resolution (FCR) rate.
• Average resolution time / SLA adherence.
• Customer satisfaction (CSAT) scores.
• Ticket closure rate.
• Escalation rate (should remain low with strong troubleshooting).
  

Competency Framework Alignment

• Technical Proficiency: Demonstrates solid expertise in O365 and AAD.
• Customer Focus: Provides high-quality support aligned with user needs.
• Collaboration: Works effectively with IT peers and business units.
• Continuous Improvement: Seeks opportunities to enhance processes and knowledge.
• Accountability: Owns tasks and follows through on commitments.