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About The Role

ProductLife Group is seeking a Support & Field Engineer to join its ICT team. In this role, you will provide technical support to end users, troubleshoot software and system issues, ensure SLA compliance, and deliver an excellent user experience. You will also provide onsite support when required and contribute to continuous improvement initiatives.

Key Responsibilities Customer Support

Respond to user requests and incidents via the ticketing system.
Provide technical support and troubleshooting assistance.
Deliver onsite field support and facilitate onboarding/offboarding activities.
Investigate and resolve technical incidents while maintaining high customer satisfaction.
Escalate complex issues when necessary and act as an escalation point for Level 1 support.
Ensure effective communication with users throughout the incident lifecycle.

Technical Troubleshooting

Support and administer Microsoft 365 services, including:
Exchange Online




Microsoft Teams
SharePoint Online
OneDrive
Intune
Entra ID (Azure AD)
Troubleshoot Windows devices, mobile devices, software deployment issues, and security policies.
Resolve network, VPN, authentication, printing, and connectivity issues.
Perform advanced troubleshooting using logs, monitoring tools, PowerShell, and vendor resources.
Support software deployments, upgrades, migrations, and ICT projects.
Ticket Management & SLA Compliance

Prioritize and manage incidents according to business impact.
Maintain technical documentation, SOPs, and knowledge base articles.
Conduct root cause analysis and recommend preventive measures.
Monitor service performance and recommend improvements.

Continuous Improvement

Identify automation opportunities and process enhancements.
Participate in operational excellence initiatives.
Analyze support trends and recommend corrective actions.
Share technical k

📌 Support and Field Engineer (India)
🏢 ProductLife Group
📍 India