Technical Support Engineer

💼 We're Hiring: IT Service Desk Specialist – O365 & Azure AD

Location:

Experience:

Reports To:

Job Type:

Are you a skilled IT Support professional with a passion for problem-solving and end-user satisfaction? Join our IT team in Hyderabad and provide critical support across the organization—focused on Microsoft 365 and Azure Active Directory (AAD) environments.

Key Responsibilities

• Be the first point of contact for IT support via phone, chat, email, or ticketing systems.
• Troubleshoot Microsoft 365 tools (Outlook, Teams, SharePoint, OneDrive).
• Resolve issues related to Azure AD (authentication, MFA, access groups).
• Manage user accounts and permissions in Active Directory & Azure AD.
• Provide support for Windows 10/11 devices, mobile endpoints, VPN, and MFA.
• Assist with onboarding/offboarding processes and tech provisioning.
• Log, track, and update tickets in ITSM tools (e.g., ServiceNow, FreshService).
• Document solutions and contribute to internal knowledge bases.
• Escalate unresolved issues to Tier 3 teams when necessary.

Qualifications & Skills

• Associate or Bachelor's degree in IT or related field (or equivalent experience).
• 5+ years in an IT Service Desk or technical support role.
• Expertise in:
• Microsoft 365 applications and admin center
• Azure Active Directory (AAD)
• Windows operating systems & endpoint troubleshooting
• Familiarity with networking basics, VPN, MFA, and remote desktop tools.
• Hands-on experience with ITSM platforms like ServiceNow, FreshService, etc.

Preferred (Nice to Have)

• Microsoft certifications: MS-900, AZ-900, MD-100, MD-101
• Experience with Intune, SCCM, or PowerShell scripting
• ITIL Foundation certification

Collaboration

• Internal:

  All business users, IT Infrastructure, HR (on/offboarding), Security

• External:

  Vendors and third-party technical support (as required)

Success Metrics

• First Contact Resolution (FCR)
• SLA adherence and resolution times
• Customer Satisfaction (CSAT) scores
• Low ticket escalation rate
• Ticket closure and quality of documentation

What You Bring

• Strong communication and interpersonal skills
• Ability to multitask and prioritize in a fast-paced environment
• A customer-first mindset with excellent problem-solving skills
• Accountability and ownership of support tickets from start to resolution
• Team player who collaborates across departments

🚀 Ready to make an impact through seamless IT support?

Apply now