This position is for full time employment in our office in Hyderabad, India. Daily work schedule will be night-time shift Monday-Friday from 9:00AM-6:00PM EST (equivalent to IST, subject to daylight savings)

Summary:

The IT Support Specialist will support the day to day technical needs and questions of our clients. This relates to all technology including endpoints (laptops, desktops, smartphones/tablets), networks, firewalls, SAAS/PAAS/IAAS cloud infrastructure, servers, printers, security, general office applications and line of business software.

We are a Managed IT Services company and Microsoft Tier-1 Cloud Solution Provider (CSP), which will allow the proper candidate to have access to cutting edge technologies and projects. There are also rewarding incentive programs designed to encourage growth and advancement through learning new technologies or achieving new certifications. We provide extensive hands-on training and mentoring in the technical issues, our methods and standards.

Primary Responsibilities:

- Microsoft Intune Own end-to-end device management including Autopilot deployment, compliance policies, configuration profiles, and app lifecycle for Windows, iOS, macOS, and Android across all client environments
- Exchange Online Administer mailboxes, distribution groups, mail flow rules, connectors, anti-spam/anti-phishing policies, hybrid configuration, and compliance features including eDiscovery, litigation hold, and retention
- Microsoft Defender Operate and tune the full Defender suite (Endpoint, Office 365, Identity, Cloud Apps); lead incident response investigations, threat hunting, and proactive security hardening across client tenants
- Microsoft Azure Provision and manage Azure resources (VMs, VNets, storage, resource groups); configure RBAC, Azure Policy, Azure Backup,



and cost management; build Log Analytics workspaces and Monitor alerts for client environments
- Microsoft Entra ID (Azure AD) Design and enforce identity architecture including Conditional Access, MFA, Privileged Identity Management (PIM), hybrid identity (Azure AD Connect), app registrations, SSO, and Identity Protection policies
- Microsoft Teams – Administer Teams governance, calling policies, voice (Direct Routing / Calling Plans), meeting room devices, guest access, and Teams Phone configurations for client deployments
- L1 and L2 Escalation Ownership – Serve as the final technical escalation tier; take ownership of complex incidents escalated by L1 and L2 engineers, drive resolution to completion, and provide structured root cause analysis and post-incident documentation to the Reporting Manager
- Research and Development – Continuously evaluate emerging Microsoft 365 and Azure technologies, test new features in lab environments, develop internal runbooks and standard operating procedures, and present findings and recommendations to the Reporting Manager to drive continuous service improvement
- Mentoring and Knowledge Transfer – Coach and guide L1 and L2 team members on M365 platform best practices, document technical resolutions in the knowledge base, and deliver internal training sessions on new technologies and procedures
- Maintain comprehensive technical documentation including architecture diagrams, change records, escalation reports,



and client workplace runbooks; provide regular status updates to the Reporting Manager

Qualifications (demonstrated ability in the following):

- Five or more years of experience in IT support role
- Excellent English written and oral communication skills
- Diagnostic skills in relation to troubleshooting technical issues
- Ability to multi-task and adapt to changes quickly
- Self-motivated with the ability to work in a fast paced environment
- Passionate about learning new skills, technologies, and conveying knowledge

Desired experience (not required):

- Microsoft Intune – Advanced MDM/MAM including Autopilot, co-management with ConfigMgr, Endpoint Security baselines, and Endpoint Analytics
- Exchange Online – Hybrid configuration, mail flow architecture, compliance (eDiscovery, retention, litigation hold), and Exchange Online PowerShell (EXO V3)
- Microsoft Defender suite – Defender for Endpoint, Office 365, Identity, and Cloud Apps; advanced threat hunting using KQL; Secure Score management
- Microsoft Azure – IaaS administration (VMs, VNets, NSGs, storage), Azure Backup, Azure Monitor / Log Analytics, Azure Automation, and cost management
- Microsoft Entra ID – Conditional Access design, PIM, Azure AD Connect hybrid identity, SSPR, FIDO2 / passwordless authentication, and Identity Protection
- Microsoft Teams – Teams Phone (Direct Routing / Calling Plans), governance policies, meeting room devices, and Teams admin center PowerShell automation
- Microsoft Graph API and PowerShell automation – scripting across the M365 platform for reporting, bulk operations, and workflow automation
- ConnectWise Manage, Automate, and Control (or equivalent MSP tooling) – advanced PSA, RMM, and remote access administration

Education Requirements:

- COMPTIA Network+, Microsoft MCP or equivalent certification

📌 IT Support Specialist - Level III - 7+ Years with MSP Experience (Hyderabad)
🏢 Bigidea Technologies
📍 Hyderabad