Key Responsibilities

• Provide L1/L2 technical support for Microsoft technologies, including Microsoft 365 (M365), Office 365 (O365), Azure, Windows Server, and Windows Client OS.
• Manage and resolve support tickets while consistently meeting SLA, quality, and customer satisfaction targets.
• Provide support to end users through phone, email, chat, and remote support channels.
• Troubleshoot and administer Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Intune, and Entra ID (Azure AD).
• Handle complex escalations from L1 teams, perform root cause analysis (RCA), and drive issues to resolution.
• Troubleshoot issues related to Active Directory, Group Policy, DNS, DHCP, VPN, Remote Desktop Services, and networking fundamentals.
• Perform user administration, account provisioning, password resets, access management, and permissions troubleshooting.
• Support and troubleshoot Windows and Server operating systems, including performance and configuration-related issues.
• Collaborate with internal teams, vendors,



and customers to resolve critical incidents and service requests.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
• Participate in incident management, problem management, and continuous service improvement initiatives aligned with ITIL best practices.
• Mentor L1 engineers and assist in knowledge transfer activities.
• macOS support knowledge is an added advantage.

Required Skills & Experience

• Strong experience supporting Microsoft 365 (M365), Office 365 (O365), Azure, Windows Server, and Windows Client OS environments.
• Hands-on experience with Exchange Online, Teams, SharePoint, OneDrive, Intune, and Entra ID (Azure AD).
• Good understanding of Active Directory, Group Policy, DNS, DHCP, VPN, Remote Desktop Services, and networking concepts.
• Robust troubleshooting, analytical, and problem-solving skills.
• Working knowledge of ITIL service management practices.
• Ability

📌 SENIOR ENGINEER (Bengaluru)
🏢 Happiest Minds Technologies
📍 Bengaluru