ESSENTIAL DUTIES AND RESPONSIBILITIES

- Provide technical support for hardware, software, network, and user access-related issues.
- Manage and support users in a 24x5 operational workplace.
- 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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