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, D

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