Skills Required

- Positive Knowledge of Windows OS and Microsoft Office 365
- Basic experience with Active Directory (user management, access control)
- Understanding of networking fundamentals (DNS, VPN, IP addressing, troubleshooting)
- Exposure to monitoring tools such as CloudWatch, Prometheus, and Grafana
- Basic understanding of application support (log analysis, issue identification, alert handling)
- Ability to read and understand application logs (especially Java-based applications)
- Basic knowledge of Java (exceptions, logs, service behaviour)
- Familiarity with Linux/Unix commands for basic troubleshooting
- Experience with ticketing tools like ServiceNow or Jira
- Understanding of incident management and SLA handling
- Basic understanding of telecom concepts — caller ID, robocalls, spam/scam labeling, and number reputation/trust scoring is a plus
- Familiarity with API testing tools like Postman to check service/endpoint availability is a plus
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Roles and Responsibilities

- Provide first-level support to end users through calls, emails, and ticketing tools, ensuring quick response and resolution
- Provide support to US-based users and stakeholders, ensuring clear communication and timely updates
- Work in US shift / rotational shifts as required to support business operations
- Troubleshoot issues related to Windows OS (Windows 10/11) and Office 365 applications such as Outlook, Teams, and OneDrive
- Manage user accounts, password resets, account unlocks, and access provisioning using Active Directory
- Install, configure, and maintain laptops, desktops,



printers, and standard business applications
- Perform basic network troubleshooting including Wi-Fi, VPN, DNS, and connectivity issues
- Log, track, and update incidents and service requests in ticketing tools like ServiceNow or Jira, ensuring SLA adherence
- Take ownership of tickets and follow through until closure or proper escalation
- Escalate complex or unresolved technical and application issues to Level 2 or relevant teams with proper analysis
- Support user onboarding and offboarding activities, including system setup and access provisioning
- Monitor applications and infrastructure using tools such as Datadog, CloudWatch, Prometheus, and Grafana
- Respond to alerts and perform initial troubleshooting by analysing logs and identifying issues
- Provide Level 1 application support by validating issues, checking logs, and coordinating with DevOps or development teams
- Perform basic validation of APIs, services, and application/carrier-integration availability
- Assist in deployment validation and basic post-release checks (smoke testing)
- Work closely with DevOps, infrastructure, and application teams for faster issue resolution
- Maintain and update SOPs, knowledge base articles, and troubleshooting documentation
- Ensure adherence to IT processes, security policies, and operational best practices

Skills:- Microsoft Windows, Troubleshooting, Desktop, Hardware, TCP/IP, DNS, DHCP, Active Directory, Office 365, Microsoft Outlook, Printer support, Patch Management and IT security

📌 IT Support Engineer (Chennai)
🏢 Zenius IT Services
📍 Chennai