Role & responsibilities

- Troubleshoot and resolve complex L2 issues related to Windows endpoints, Microsoft 365/Office 365, Active Directory, Microsoft Entra ID/Azure AD, and Microsoft Intune.
- Manage and monitor ticket queues, ticket ageing, prioritization, backlog, and SLA compliance to ensure timely resolution.
- Act as the technical escalation point for critical incidents and coordinate technical bridge calls with relevant resolver teams.
- Review ticket quality, ensure proper documentation, and maintain knowledge base articles, SOPs, and troubleshooting guides.
- Coach and mentor analysts on technical troubleshooting, ticket handling, customer communication, and escalation procedures.
- Investigate recurring incidents, perform root cause analysis, and recommend corrective and preventive actions.
- Provide professional voice-based and remote technical support to US-based end users, ensuring a positive customer experience.
- Follow ITIL-based processes and ITSM practices to improve service quality, operational efficiency, and customer satisfaction.
- Collaborate with infrastructure, network, identity, endpoint, and application teams to resolve complex technical issues.

Preferred candidate profile





- 12+ years of experience in IT support, service desk, desktop support, or end-user computing, with solid L2 troubleshooting expertise.
- Hands-on experience with Windows endpoints, Active Directory, Microsoft Entra ID/Azure AD, Microsoft 365/Office 365, and Microsoft Intune.
- Prior experience providing voice-based technical support to US end users is required.
- Experience in ITSM ticketing tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
- Strong understanding of incident management, ticket quality, SLA monitoring, escalation management, and ITIL processes.
- Experience as an SME, technical lead, or escalation point, including analyst coaching and knowledge management.
- Good communication, analytical, problem-solving, stakeholder management, and customer service skills.
- Working knowledge of DNS, VPN, TCP/IP, RDP, VDI, Citrix, and Azure Virtual Desktop (AVD) will be an added advantage.

Note:

This is a work from office in Chennai (In DLF IT Park Manapakkam). 5 days working in office

This will be rotational working hours (6am, 11am and 5:30pm)

Exp in Supporting US Client is Mandatory

📌 SME - IT End User Support (Chennai)
🏢 IKS Health
📍 Chennai