Senior Engineer, Cloud Engineering
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Job requirements
Experience Range: With 4 to 6 years of experience in IT Service Desk, Help Desk, or Technical Support roles, including supporting enterprise end users Key Responsibilities:
Provide Level 1 technical support to end users via phone, email, chat, and ticketing tools, ensuring timely and accurate incident resolution within agreed SLA timelines
Log, categorize, prioritize, and resolve incidents, escalating unresolved issues to Level 2 or Level 3 support teams as appropriate
Fulfill service requests such as password resets, account provisioning and deprovisioning, Microsoft 365 application support, VPN access, software installations, printer support, and access management, adhering to established processes and policies
Troubleshoot issues related to Windows operating systems, Microsoft Office applications, Outlook, Teams, OneDrive, and productivity tools across laptops, desktops, mobile devices, printers, and peripherals
Assist users with remote connectivity and collaboration tools, ensuring seamless access and functionality




Maintain and update knowledge base articles, FAQs, and troubleshooting documentation, actively contributing to process improvements and automation initiatives
Deliver excellent customer service by communicating effectively with stakeholders, providing regular status updates, conducting follow-ups, and ensuring customer satisfaction
Adhere to ITIL-based Incident, Request, Problem, and Change Management processes, maintaining compliance with information security, data privacy, and accurate documentation of all support activities
Required Skills:
Windows 10/11 administration
Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint)
Active Directory user management
Azure Active Directory (Azure AD / Entra ID) basics
VPN and remote access support
Experience with ticketing tools such as ServiceNow, Jira, Remedy, or Freshservice
Basic networking concepts including DNS, DHCP, and TCP/IP
Preferred Skills

📌 Senior Engineer, Cloud Engineering (Bengaluru)
🏢 Brillio
📍 Bengaluru