Senior Engineer, Cloud Engineering

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,

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