Support Engineer

Overview

Support Engineer role providing advanced second-level IT remote services as an escalation point for incidents and service requests. You’ll troubleshoot multi-platform hardware, software, identity, collaboration, and endpoint management issues while managing user access and device lifecycles.

What you'll do

• Handle escalated incidents and service requests from the Global IT Service Desk.
• Troubleshoot complex issues across hardware, software, operating systems, networking, and collaboration platforms.
• Perform root cause analysis and implement solutions to prevent recurring issues.
• Administer user accounts and access requests in line with security policies and compliance requirements.
• Provide Microsoft 365 administration and troubleshooting for Outlook, Teams, OneDrive, and SharePoint.
• Maintain technical documentation and knowledge base articles, and automate repetitive tasks where possible.
• Mentor Service Desk Specialists with technical guidance.

What you'll need

• 3 to 5 years of experience in IT Support, Service Desk, Desktop Support, or Remote Support roles.
• Advanced knowledge of Windows 10/11 and macOS.
• Experience with Active Directory and Azure Entra ID identity management.
• Microsoft 365 administration experience, including Exchange Online and Microsoft Teams.
• Familiarity with ITIL incident and request processes.
• Experience using ITSM platforms such as Jira Service Management or ServiceNow.
• Ability to troubleshoot complex technical issues and drive them to resolution.

Details

• Location: Hyderabad.
• Work mode: Remote.