Job Description

Project Role :

Web Developer

Project Role Description :

Design, build and test web-based applications for various site components and edit site content. Document technical designs and specifications. Research and incorporate updated content for websites.

Must have skills :

Microsoft 365

Good to have skills :

Service Desk Management

Minimum

3

year(s) of experience is required

Educational Qualification :

15 years full time education



Remote Technical Support (RTS) - Role Skills (Cross-Platform) Summary: As an Application Support Engineer, you will act as software detectives, providing a dynamic service by identifying, analyzing, and resolving issues within multiple components of end-user computing and cloud-based business systems. You will play a crucial role in ensuring operational stability and timely resolution of incidents escalated from the Service Desk, before coordination with Level 3 teams. ________________________________________ Key Responsibilities o Provide remote technical support for Windows 10/11 endpoints, including operating system, performance, user profile, and application-related issues. o Troubleshoot and resolve end-user issues related to Microsoft 365 services, including: o Outlook o Teams o OneDrive o SharePoint o Support identity and access-related issues using Microsoft Entra ID (Azure AD), including: o User sign-in and authentication failures o Multi-Factor Authentication (MFA) challenges o Account lockout and access validation scenarios o Perform support-level Microsoft Intune troubleshooting: o Device synchronization and connectivity issues o Compliance status validation o Policy assignment verification o Execute approved remote device actions as per defined procedures: o Device lock o Device wipe o Device retire o Passcode reset o Validate endpoint health and security posture, including: o Device encryption status o Patch compliance and Windows Update for Business (WUfB) validation o Antivirus and endpoint protection health checks o Analyze and resolve application access and compatibility issues on managed endpoints. o Respond to alerts generated from endpoint and monitoring tools and perform initial validation and remediation. o Handle escalated incidents and service requests through ITSM tools: o Analyze and resolve issues within SLA o Escalate unresolved or complex issues with appropriate diagnostics o Maintain accurate ticket documentation, resolution notes, and handover details in line with incident management processes. ________________________________________ Required Skills o 2-6 years of experience in Remote Technical Support, Desktop Support, or Application Support roles o Strong hands-on troubleshooting experience with Windows 10/11 environments o Working knowledge of Microsoft 365 end-user support o Basic to intermediate experience with Microsoft Intune o Understanding of Microsoft Entra ID (Azure AD) user and device access concepts o Experience working with ITSM tools such as ServiceNow o Ability to work within defined procedures, runbooks, and escalation models ________________________________________ Professional & Technical Skills o Must Have Skills: o Remote Technical Support (RTS) o Windows desktop and application troubleshooting o Incident and service request management (ITIL-based) o Good to Have Skills: o Microsoft Intune (support-level exposure) o Microsoft 365 administration basics o Microsoft Entra ID fundamentals o Basic scripting or PowerShell knowledge 15 years full time education is madatory.




15 years full time education