IT Support Engineer

You will be responsible for the design, implementation, and maintenance of Microsoft Office 365 services, basic Azure Active Directory and applications within the organization. Your role will focus on ensuring the efficient and secure use of Office 365 tools and services to enhance productivity and collaboration. Candidate must have Azure Active Directory, Desktop level support experience and basic understanding of Networks, Inventory management as well as for hardware. Good knowledge of ITIL concepts. Must have good spoken English to interact with the US customers.

Skills:

EUC

Ability to guide users through step-by-step solutions to technical issues and assist with password resets, email configuration, and connectivity problems.

Provide basic troubleshooting and resolve issues related to Windows 11 Pro.

Will be responsible for end-to-end new joiner s IT onboarding (Laptop issuance from store, user account creation, building laptops, issuance to users, maintain logs etc.).

Familiarity with different laptop brands and models, ability to perform hardware diagnostics and basic repairs. Knowledge of peripheral devices (monitors, keyboards, docking stations).

Basic networking skills, including configuring Wi-Fi and Ethernet settings. Understanding of VPN setups and troubleshooting.

Knowledge of endpoint security software (antivirus, encryption tools), familiarity with security best practices, including applying system updates and patches.

Azure Active Directory

Understanding of cloud concepts, core Azure services, security, privacy & compliance.

Responding to customer inquiries, diagnosing technical issues, and ensuring the seamless operation of identity and access management within the Azure ecosystem.

Diagnose and resolve common issues related to Azure AD, such as login problems, multi-factor authentication (MFA) issues, and access permissions.

Guide users through step-by-step solutions for basic technical problems.

Assist with password resets and account lockouts, account setup, configuration, and user management.

O365 Services

Good understanding of cloud concepts and Microsoft 365 services, core Microsoft 365 services, security, compliance & privacy.

Support Office 365 solutions, SharePoint Online, Microsoft Teams, and other associated services.

Administer Office 365 applications and services, including user accounts, security settings, and group policies.

Provide basic troubleshooting and resolve issues related to Office 365 applications (Outlook, Word, Excel, PowerPoint, OneDrive, Teams, SharePoint).

Monitor system performance and troubleshoot issues to ensure optimal service availability.

Follow security policies and practices to protect Office 365 data and resources.

Collaborate with other IT teams to integrate Office 365 services with existing infrastructure and third-party applications.

 

ITIL

Escalate unresolved issues to Level 2 (L2) or Level 3 (L3) support teams as necessary.

Provide detailed documentation and logs to higher-level support teams for advanced troubleshooting.

Report any significant issues or outages to the appropriate teams.

Track and document all support interactions and resolutions in the ticketing system.

Creation and maintenance of documentation related to Office 365 configurations, Azure AD and other IT procedures, and policies.

Keeping records of user requests, incidents, and resolutions.

Qualifications:

Bachelors degree in computer science, information technology, or a related field (or equivalent work experience).

3-5 years of proven experience working with Microsoft O365, including Azure Active Directory.

Strong knowledge of Windows operating systems, desktop virtualization technologies, and Microsoft 365.

Familiarity with desktop related troubleshooting along with Networks.

Excellent troubleshooting and problem-solving skills.

Strong communication and collaboration skills.

Applicants with following certifications are preferred:

Working Conditions:

This role will require working in shifts, including evenings, weekends, and/or holidays, to provide 24/7 support coverage.

The position is office-based but may allow for remote work as and when necessary.