Roles & Responsibilities Microsoft Tech Lounge Specialist

End-User & Tech Lounge Support

- Provide walk-up, desk-side, and concierge IT support to employees.
- Troubleshoot Windows 10/11, laptops, desktops, printers, peripherals, software, and connectivity issues.
- Support meeting-room technology, displays, webcams, headsets, and presentation equipment.
- Perform device setup, deployment, enrollment, configuration, and user onboarding.
- Support VIP and senior stakeholders with a high level of customer service.

Microsoft 365 & Modern Workplace

- Provide hands-on support for Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
- Support Microsoft Teams collaboration, meetings, communication, and file-sharing capabilities.
- Assist users with SharePoint Online and OneDrive for Business.
- Promote adoption and effective use of Microsoft 365 solutions.
- Demonstrate recent Microsoft technologies and modern workplace capabilities.
- Provide foundational support for Power Automate and Power Apps.
- Help users understand and adopt Microsoft 365 Copilot and responsible AI practices.

Identity, Endpoint & Cloud

- Support user accounts and access through Active Directory and Microsoft Entra ID.
- Troubleshoot authentication, MFA, access, and account-related issues.
- Support Microsoft Intune-managed devices, enrollment, configuration, applications, and compliance.
- Assist with Windows endpoint security, BitLocker, antivirus, patching, and compliance requirements.
- Provide basic support for Azure and cloud-based services.

Networking & Technical Troubleshooting

- Troubleshoot TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, and VPN issues.
- Diagnose hardware, software,



operating system, application, and connectivity problems.
- Perform root-cause analysis and escalate complex issues to appropriate technical teams.
- Work with network, security, infrastructure, and application teams to resolve dependencies.

ServiceNow & ITSM

- Log, manage, prioritize, and resolve incidents and service requests through ServiceNow.
- Follow ITIL-based incident and request management processes.
- Maintain accurate ticket documentation and ensure timely resolution within SLA.
- Identify recurring issues and contribute to problem management and continual service improvement.
- Create and maintain knowledge articles, FAQs, and troubleshooting guides.

Training & Technology Adoption

- Conduct end-user training, workshops, demos, and technology awareness sessions.
- Explain technical concepts in simple, practical language.
- Support Microsoft 365 and Copilot adoption campaigns.
- Demonstrate productivity features and best practices to employees.
- Collect user feedback and identify opportunities to improve the digital employee experience.

Customer Experience

- Act as the face of IT within the Tech Lounge.
- Deliver a professional, friendly, and customer-first support experience.
- Handle frustrated users and high-priority/VIP requests professionally.
- Build strong relationships with employees and business stakeholders.
- Take ownership of issues from initial diagnosis through resolution.

Key Technologies

Windows 10/11 | Microsoft 365 | Teams | Outlook | SharePoint | OneDrive | Intune | Entra ID | Active Directory | Azure | ServiceNow | Power Automate | Power Apps | Microsoft 365 Copilot | VPN | DNS | DHCP | TCP/IP

📌 Microsoft Tech Lounge Specialist (Gurugram)
🏢 Quess
📍 Gurugram