Job Description

Job Roles & Responsibilities:
Should have 4+ years hands-on experience working in Tier 1 Indian BPO companies as support engineer/ tech support for troubleshooting, diagnosing, resolving, and supporting product/ application/ service-related concerns.
Provide First-Level Support: Respond to customer inquiries and technical issues via call, email, chat, or helpdesk tools. Troubleshoot basic problems and guide users through solutions.
Incident Management: Log, classify, and prioritize issues in the ticketing system. Escalate urgent or unresolved issues and follow up on open tickets for timely resolution.
Basic Troubleshooting: Diagnose common issues (e.g., password resets, software installations, unlocks, general-application troubleshooting, assisting with connectivity issues etc.) and use standard industry procedures for quick resolutions.
Escalation of Complex Issues: Identify and escalate complex problems to higher-level support teams with all relevant details.
Documentation and Reporting: Keep accurate records of customer interactions and issues. Update knowledge base articles and prepare regular reports on common issues.
Customer Support and Satisfaction: Resolve customer issues quickly and professionally, ensuring satisfaction in all interactions.
Basic System Monitoring: Monitor system performance and report any issues or outages to the appropriate teams.
Routine Tasks: Perform regular system checks (e.g., backups, updates) and assist with onboarding/offboarding tasks, like setting up accounts and permissions.
Continuous Learning: Stay updated on new tools, technologies, and processes through training.
Maintain SLAs: Ensure all requests and incidents are managed within SLAs, tracking performance, and seeking continuous improvement.
Should be willing to work shifts during US Timing
o 8 am EST to 8 pm EST
Critical and Mandatory Skills
To succeed in this role, an individual must be able to perform each essential duty effectively. The following requirements reflect the necessary knowledge, skills, and abilities.
Communication | Common Sense | Collaboration | Commitment | Compliance
Strong written and verbal communication skills including the ability to lead client sessions troubleshooting sessions, manage support related group meetings and address dynamics such as dissenting viewpoints and/or conflicting business needs to resolution.
Exceptional listening and analytical skills
High Level of proficiency in Microsoft Office programs

• Experience of handling and interacting with US based clients, their end-users.

Ability of using best industry famous help desk/support center portals such as Jira, Confluence, Microsoft Teams channels etc.
Ensure all requests and incidents are addressed within the agreed-upon SLAs. Track performance metrics.
Experience in influencing and gaining buy-in from team members, and peers. Be the backup for other team members in case of absence.
Self-motivated and able to work independently and as part of a team, with the ability to adapt to change and competing demands.
Skilled in managing endpoint devices, including enrollment, configuration, and compliance through Microsoft Intune
Proficient in Active Directory (AD) administration, including creating, managing, and organizing Organizational Units (OUs), user accounts, and group policies
Experienced in administering Microsoft Office 365, including user accounts, licenses, and troubleshooting applications like Teams, OneDrive, etc
Experienced in Incident Management, ensuring swift identification, logging, categorization, prioritization, and resolution of IT issues while minimizing business impact
Skilled in root cause analysis, SLA adherence, and escalation handling for efficient incident resolution.
Proficient in using ticketing tools like ServiceNow and Freshdesk to track, monitor, and document incidents
Managed security protocols such as Multi-Factor Authentication (MFA) and Single Sign-On (SSO) for secure access control, along with Microsoft Defender for Endpoint to ensure device compliance and protection against threats
Provided remote support to end-users, troubleshooting and resolving issues quickly to minimize downtime
Effectively managed and prioritized multiple support cases, ensuring timely resolution and high user satisfaction.
Contribute to process improvements by creating documentation, knowledge base articles, and best practice guidelines
Excellent organizational and time-management skills, successfully handling multiple tasks with attention to detail.
Requirements
Qualifications:
Functional knowledge of Microsoft Office 365 services (Exchange, Teams, OneDrive, SharePoint). Appropriate certificate holder will be preferred.
Working knowledge of Jira and Confluence tools.
Minimum of a bachelor's degree in computer science, Information Technology or related field
Benefits
Ideally, you should also have:

• Ability to function in a rapidly changing, heavily matrix, and virtual environment.

• Ability to prioritize, drive, and adapt to change quickly in a fast-paced environment.

• Culturally sensitive and capable of handling interactions with a "global mindset".

• Drive innovation and transformational agenda

Ability to work in USA EST shift structure

• Experience in a large Tier 1/2 or Top Consulting organization, managing organizational complexities of multi-cultural and multi-location setups.

• Office 365, Active Directory, Azure, DNS, DHCP, OU, Device management, VPN, Remote Infrastructure, IP addressing, Microsoft Exchange, Intune, User and License Management, Security and Compliance

• Hands on Windows 7/10/11

Skills Required