ESSENTIAL DUTIES AND RESPONSIBILITIES

- Provide technical support for hardware, software, network, and user access-related issues.

- Manage and support users in a 24x5 operational environment.

- Handle P1/P2 incidents with quick response and coordination during critical outages.

- Provide on-call support whenever required for major incidents and business-critical issues.

- Troubleshoot and resolve issues related to Windows OS, laptops, desktops, printers, and peripherals.

- Support Microsoft 365 administration

- Manage and support Microsoft Intune and Azure Administration

- Handle Active Directory administration tasks such as User creation/modification, Password resets, Group policy basics, Access management etc

- Troubleshoot software installation, configuration, and application-related issues.

- Provide basic support and troubleshooting for Zscaler connectivity and access-related issues.

- Understanding of MFA, Outlook, OneDrive, Teams issue

- Monitor ticket queues and ensure SLA adherence.

- Document incidents, service requests,



and resolutions in the ticketing system.

- Coordinate with internal teams and vendors for issue resolution and escalations.

- Support users through phone, Teams, and remote support.

- Maintain knowledge base articles and standard operating procedures (SOPs).

- Ensure high customer satisfaction through effective communication and timely updates.

- Positive understanding of ITIL processes and incident management.

- Strong verbal and written communication skills.

- Ability to work in rotational shifts and handle pressure situations.

- Good analytical and problem-solving skills.

- Team player with customer-centric attitude.

- Experience supporting remote/global users.

- Certifications such as Microsoft, ITIL, or Azure fundamentals will be an added advantage.

Pay: From ₹500,000.00 per year

Benefits:

- Health insurance
- Provident Fund

Work Location: In person

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