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 recent 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

📌 It Support Engineer (Hyderabad)
🏢 SoftClouds
📍 Hyderabad