The Microsoft Engineer is responsible for monitoring, managing, and supporting customer

infrastructure and Microsoft platforms under the guidance of the Microsoft Team Lead. This

role serves as a primary point of contact for assigned incidents and service requests,

maintaining ownership through resolution while ensuring compliance with contracted

SLAs.

The ideal candidate is customer-focused, technically skilled, and thrives in a fast-paced

operations environment. This position requires shift flexibility, including participation in

rotating on-call schedules and the ability to work varying shifts as business needs evolve.

The Microsoft Engineer will regularly collaborate with customers, peers, vendors, and

leadership through phone, email, chat, video conferencing, and ticketing systems such as

ServiceNow to ensure timely and effective issue resolution.

Major Responsibilities

 Troubleshoot and resolve client device, infrastructure, and application issues using

remote access and phone-based support tools.

 Monitor and maintain Microsoft-based environments including servers, cloud platforms,

and related infrastructure technologies.

 Manage incidents, requests, and changes through ServiceNow while ensuring accurate

documentation of all troubleshooting steps and communications.

 Take ownership of assigned tickets and drive issues through to resolution or

appropriate escalation.

 Support day-to-day operations of engineering platforms, including hardware/software

support, maintenance activities, and special projects.

 Communicate effectively with customers, peers, management, and cross-functional

engineering teams regarding incidents, outages, and change activities.

 Participate in an on-call rotation to provide emergency support coverage when

required.

 Assist with testing, validation, and implementation of new technologies, features, and





operational processes.

 Contribute to technical documentation, operational procedures, and knowledge base

articles.

 Recommend process improvements and identify operational risks or areas of concern to

management.

Required Qualifications

 2+ years of experience working in a Network Operations Center (NOC), Managed

Services, or IT Operations environment.

 2+ years of hands-on experience troubleshooting Microsoft infrastructure technologies.

 Strong understanding of Microsoft Server Operating Systems (Windows Server 2012

and newer).

 Experience supporting Microsoft Azure environments, including navigating the Azure

portal and performing remediation activities.

 Experience supporting Active Directory, Exchange, SQL Server, DNS, DHCP, and

Microsoft 365.

 Basic networking knowledge including TCP/IP, VLANs, routing and switching, and

firewalls.

 Basic virtualization knowledge including VMware and Hyper-V.

 Excellent verbal and written communication skills.

 Strong troubleshooting, analytical, and customer service skills.

 Ability to work independently and collaboratively within a team setting.

Preferred Qualifications

 Microsoft certifications such as AZ-104 or MS-100/MS-101.

 Experience working in SLA-driven support environments.

 Familiarity with ITIL-based incident, problem, and change management processes.

 Experience using ServiceNow or similar ticketing platforms.

Core Competencies

 Accountability and ownership

 Adaptability and flexibility

 Analytical thinking and problem-solving

 Attention to detail

 Customer focus

 Dependability and integrity

 Initiative and self-direction

 Team collaboration

 Stress tolerance and professionalism under pressure

 Continuous improvement mindset

Pay: ₹1,000,000.00 - ₹1,500,000.00 per year

Work Location: In person

📌 Microsoft Engineer(Contract Role) (Hyderabad)
🏢 Hirezy.ai
📍 Hyderabad