- Provide advanced Level 2/3 end user support to Principal employees contractors and VIP Executive users across phone chat and email channels ensuring strict SLA and escalation compliance Deliver white glove VIP support to senior leadership CXO Directors

- Executives ensuring expedited resolution high discretion and minimal business disruption

- Act as a single point of contact for users managing end to end incident ownership follow ups and proactive communication Deliver high quality chat based technical support efficiently handling multiple concurrent sessions while maintaining professionalism and service quality Perform hands on hardware support including break fix IMACD activities device refreshes and peripheral troubleshooting for standard and executive users Provide comprehensive end user support for Windows and macOS Mac systems including OS level troubleshooting upgrades configuration issues and application support

- Manage and support Microsoft Intune Endpoint Manager for Windows and macOS device enrolment and lifecycle management o Compliance and configuration policies o Software deployment patching and security baselines Support Microsoft Azure and Cloud Identity services including: o Azure Active Directory Entra ID user group and access management o MFA Conditional Access and authentication issue resolution o RBAC troubleshooting and access-related escalations Administer and troubleshoot Microsoft 365 services Exchange Online Teams OneDrive SharePoint for both standard and VIP users Utilize ServiceNow and Jira for incident request change and problem management with accurate documentation and root cause analysis Install configure and support Windows and macOS on physical devices VDI environments and virtual machines VMs Collaborate closely with L3 teams AzureCloud teams Network Security and Infrastructure teams on complex and high priority issues Ensure adherence to security policies data privacy standards and confidentiality requirements particularly for executive support cases

Technical Functional Skill Set

- Executive Support Extensive experience delivering high touch priority support for VIP and executive users

- Strong ability to operate under pressure manage urgent escalations and provide rapid resolutions

- Trusted point of contact for senior stakeholders with professional communication and discretion Experience supporting executive meeting rooms conferencing tools and presentation setups

- Cloud Azure Support Hands on experience supporting Microsoft Azure environments from an end user and identity perspective

- Solid knowledge of Azure Active Directory Entra ID o Identity and access management o MFA Conditional Access and sign in troubleshooting Ability to diagnose user and device cloud access issues impacting enterprise productivity

- Endpoint Device Management Strong expertise in Microsoft Intune Endpoint Manager

- Experience managing Device compliance and configuration profiles o Application deployment and update strategies o Endpoint security and governance Support for both corporate owned and BYOD devices Automation Process Improvement

- Experience implementing automation initiatives to improve service desk efficiency: User onboarding and offboarding automation Automated account provisioning and password workflows o Script based software installations and fixes

- Working knowledge of PowerShell and automation concepts focused on reducing manual effort and improving MTTR Ability to identify repetitive operational tasks and convert them into automated solutions

Operating Systems Hardware Infrastructure Expert level support for o Windows 1011 and macO

📌 End User Computing (Support) (Hyderabad)
🏢 ITC Infotech
📍 Hyderabad