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 qualified 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.
Valuable 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
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