Job Description

Microsoft 365 & Endpoint Support Technician - Female

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(For Ahmedabad Residents only- Reloacation not allowed )

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CTC Per month

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ROLE OVERVIEW

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We are looking for a technically strong and customer-focused Microsoft 365 & Endpoint Support Technician to join our remote IT support team.

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The role involves remotely supporting and managing client environments across Microsoft 365, endpoint devices, Mobile Device Management (MDM), and Endpoint Detection & Response (EDR) platforms.

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The ideal candidate should be comfortable troubleshooting issues remotely, monitoring endpoint environments, responding to alerts, resolving user issues, and escalating complex incidents when required.

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KEY RESPONSIBILITIESRemote IT Support

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- Provide remote technical support to clients and end users.n
- Troubleshoot Microsoft 365, Windows, application, device, and connectivity-related issues.n
- Diagnose and resolve user issues remotely using appropriate support tools.n
- Log, update, document, and close support tickets accurately.n
- Maintain transparent communication with users throughout the resolution process.n
- Escalate complex or critical issues to senior engineers when required.n
- Follow agreed response and resolution times for support requests.n

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Microsoft 365 Support

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- Provide day-to-day remote support for Microsoft 365 users and applications.n
- Troubleshoot issues with Outlook, Teams, OneDrive, SharePoint, and other Microsoft 365 applications.n
- Assist users with login, password, MFA, authentication, and access-related issues.n
- Troubleshoot email, mailbox, calendar, synchronization, and application issues.n
- Assist with Microsoft 365 user onboarding and offboarding activities.n
- Monitor and respond to Microsoft 365-related alerts and service issues.n
- Assist with Microsoft 365 license and application access requests.n

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MDM & Endpoint Management

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- Remotely manage and support laptops, desktops, and mobile devices through MDM platforms.n




- Monitor device enrollment, compliance, configuration, and policy status.n
- Troubleshoot device enrollment, application deployment, configuration, and compliance issues.n
- Assist with Windows device setup, configuration, updates, and replacements.n
- Monitor endpoint health and identify devices requiring attention.n
- Deploy or assist with approved applications, configurations, and policies.n
- Support remote troubleshooting and remediation of endpoint issues.n

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EDR & Endpoint Security

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- Monitor EDR platforms for endpoint alerts, threats, and security events.n
- Investigate basic security alerts and perform initial troubleshooting.n
- Identify suspicious activity, malware detections, and unusual endpoint behaviour.n
- Perform approved remediation actions in accordance with established procedures.n
- Escalate high-risk or complex security incidents to senior engineers.n
- Monitor endpoint protection status and identify devices that are not protected or compliant.n
- Assist with antivirus, endpoint protection, patching, and security policy enforcement.n
- Maintain accurate documentation of security incidents and actions taken.n

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Monitoring & Managed Services

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- Monitor client IT environments remotely using available monitoring and management tools.n
- Proactively identify issues before they impact users wherever possible.n
- Review system, device, Microsoft 365, MDM, and EDR alerts.n
- Perform basic investigation and remediation of alerts according to standard procedures.n
- Maintain accurate records of incidents, alerts, and actions taken.n
- Follow established escalation procedures for recurring or critical issues.n

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Documentation & Service Desk

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- Maintain accurate service desk tickets and technical records.n
- Document troubleshooting steps, resolutions, and recurring issues.n
- Create and update internal knowledge-base articles and troubleshooting guides.n
- Follow standard operating procedures and escalation processes.n
- Maintain professional communication with clients and internal team members.n

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