Technical Support Engineer at Cybage!

Mandatory Skills:

- Active Directory

- Microsoft 365/O365

- Windows 10/11 troubleshooting

- Basic Windows/Azure Server knowledge

- Remote support

- ITSM/ticketing experience

- Solid verbal and written communication

Preferred Skills:

- Entra ID/Azure AD

- Exchange Online

- Intune

- Defender

- PowerShell

- Group Policy

- DNS/DHCP
- networking fundamentals

- ITIL

- Experience supporting remote users

Roles & Responsibilities:

- Provide Level 1/Level 2 end-user support for Windows 10/11, Microsoft 365, applications, hardware, peripherals, and common desktop issues.

- Perform Active Directory administration, including user creation, password resets, account unlocks, group membership, permissions, and basic domain-related troubleshooting.

- Troubleshoot Microsoft 365 applications, including Outlook, Teams, Word, Excel, and other Office applications, covering installation, configuration, authentication, connectivity, and synchronization issues.

- Manage user accounts and access, including provisioning, modification, access requests, password management, and timely removal of access in accordance with security procedures.

- Provide technical support for employee onboarding and offboarding, including account setup,



device/application access, configuration, and coordination with relevant internal teams.

- Diagnose and resolve Windows operating system issues, including performance, login, application crashes, updates, connectivity, drivers, printing, VPN, and user-profile-related problems.

- Provide remote technical support to users across different locations, effectively troubleshooting connectivity, authentication, Microsoft 365, and endpoint-related issues.

- Manage incidents and service requests through the ITSM/ticketing system, ensuring accurate categorization, prioritization, documentation, SLA adherence, regular updates, and timely closure.

- Maintain technical documentation and knowledge-base articles, documenting troubleshooting steps, resolutions, recurring issues, and standard support procedures.

- Escalate complex or unresolved issues to appropriate infrastructure, security, application, or vendor teams with complete troubleshooting details, while maintaining ownership and communication until resolution.

Shift:

- Currently 18x5(2PM to 7AM(next day) IST) Support to be provided in US business hours/rotational shifts. May changes depending Client requirements.

📌 Technical Support (Pune)
🏢 Cybage
📍 Pune