Service Technician -M365 (Exchange + EUC )

Experience- 5+Years

Location-Bangalore or Gurugram or Noida Or Pune Or Hyderabad

Shift- Night Shift (Hybrid Mode)

Engineer III-Senior Services Technician

Location: The role will be a hybrid position, Delhi NCR, Hyderabad, Bangalore
Shift: Rotational Shift

Job Summary

The Senior Services Technician (L2.5 / L3leaning) is a senior escalation and enablement role within the Service Desk, responsible for resolving complex technical issues, reducing dependency on downstream teams, and continuously improving service quality and resolution capability.

This role goes beyond standard L2 support by owning advanced troubleshooting, contributing to problem management, actively developing the knowledge base, and coaching Service Desk agents to increase firstcontact and firstlevel resolution. The technician serves as a technical authority for Microsoft Enterprise EndUser Computing (EUC) services and is a key contributor to service desk maturity and shiftleft initiatives.

Required Qualifications & Experience

Technical Skills

- Advanced experience supporting Windows 10/11 in enterprise environments
- Robust handson experience with Microsoft 365, including Exchange Online and Microsoft Entra
- Proven hardware troubleshooting and break/fix experience for laptops, desktops, and peripherals
- Advanced proficiency with Microsoft Office applications, particularly Outlook and Teams
- Solid working knowledge of ServiceNow ITSM or comparable enterprise ITSM tools
- Strong understanding of ITILaligned service desk operations

Experience

- 5+ years of experience in IT Service Desk or EndUser Support roles




- Demonstrated experience at L2 / L2.5 level, with L3leaning responsibilities
- Experience in managed services or large enterprise environments strongly preferred
- Customercentric mindset with a continuous improvement focus

Certifications (Preferred)

- ITIL Foundation
- Microsoft certifications (e.g., MS900, MD102, or equivalent)
- CompTIA A+, Network+, or similar.

Key Responsibilities

Advanced Technical Support & Resolution

Service Desk Operations & ITSM Excellence

Knowledge Management & Continuous Improvement

SME, Coaching & Enablement

What Success Looks Like in This Role

- Increased resolution of complex tickets within the Service Desk (reduced L3 escalation)
- Measurable improvement in hardware and Microsoft 365 resolution rates
- A stronger, more selfsufficient L1/L2 team through coaching and knowledge sharing
- A highquality, actively maintained knowledge base supporting shiftleft objectives
- Improved enduser satisfaction and reduced repeat incidents

Insight at a Glance

- 14,000+ engaged teammates globally
- $8.2 billion in revenue in 2025
- Certified as a Great Place to work in 9 Countries in 2025
- Fortune 500 Company (No. 447) in 2025
- Received 25+ industry and partner awards in the past year

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions.

📌 Urgent Opening||Service Technician-(Exchange+EUC)- Night Shift (Pune)
🏢 Insight Direct India
📍 Pune