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).
- Valuable understanding of Active Directory, Group Policy, DNS, DHCP, VPN, Remote Desktop Services, and networking concepts.
- Strong troubleshooting, analytical, and problem-solving skills.
- Working knowledge of ITIL service management practices.
- Ability to manage multiple priorities in a fast-paced support environment.
- Excellent verbal and written communication skills with mandatory International Voice Support experience.
- Customer-focused mindset with strong stakeholder management skills.

Preferred Experience

- 3+ years of experience in Technical Support, Service Desk, End User Computing, or Microsoft Support environments.
- Experience in supporting enterprise customers across global regions.
- Exposure to Azure administration, virtualization technologies, and endpoint management solutions is preferred.

END User Computing, Azure, ITIL

📌 SENIOR ENGINEER - END User Computing (Bengaluru)
🏢 Happiest Minds Technologies
📍 Bengaluru