Roles and Responsibilities: Serves as the primary entry point for corporate end-users and contractors. Responsible for 24/7 ticket intake, initial incident triage, user communication, laptop/peripheral hardware support, M365 account administration, and physical asset shipping tracking.

Key Responsibilities:

24/7 Ticket Intake & Triage: Manage ticket queues via Jira Service Management and email, ensuring rapid categorization, priority assignment, and SLA adherence.

Workplace Technical Support: Troubleshoot Windows/Mac laptops, mobile devices, Microsoft 365 suite, VPN connectivity, MFA authentication, and peripheral equipment.

Logistics & Shipping Operations: Process hardware shipping workflows for recent hire onboarding, device upgrades,



and offboarding returns; track logistics status and log unreturned assets.

Knowledge Base Utilization: Leverage standard operating procedures (SOPs) stored in Microsoft Teams to deliver first-contact resolutions.

Offshore & Escalation Collaboration: Coordinate with global shift teams during queue handoffs and escalate complex issues to L2 desktop or infrastructure teams. Key Technical Stack & Tools: Jira Service Management, Microsoft 365, Azure Active Directory / Entra ID, Jamf Pro / Intune, Microsoft Teams, Logistics Tracking Systems.

Good to Have: CompTIA A+, Network+, or ITIL v4 Foundation certification preferred.

📌 Helpdesk Support Engineer (Chennai)
🏢 Virtusa
📍 Chennai