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:

• 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.