SENIOR ENGINEER - END User Computing

Key Responsibilities
Provide L1/L2 technical support for Microsoft technologies, including Microsoft 365 (M365), Office 365 (O365), Azure, Windows Server, and Windows Client OS.
Manage and resolve support tickets while consistently meeting SLA, quality, and customer satisfaction targets.
Provide support to end users through phone, email, chat, and remote support channels.
Troubleshoot and administer Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Intune, and Entra ID (Azure AD).
Handle complex escalations from L1 teams, perform root cause analysis (RCA), and drive issues to resolution.
Troubleshoot issues related to Active Directory, Group Policy, DNS, DHCP, VPN, Remote Desktop Services, and networking fundamentals.
Perform user administration, account provisioning, password resets, access management, and permissions troubleshooting.
Support and troubleshoot Windows and Server operating systems, including performance and configuration-related issues.
Collaborate with internal teams, vendors, and customers to resolve critical incidents and service requests.
Create and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
Participate in incident management, problem management, and continuous service improvement initiatives aligned with ITIL best practices.
Mentor L1 engineers and assist in knowledge transfer activities.
macOS support knowledge is an added advantage.
Required Skills & Experience
Strong experience supporting Microsoft 365 (M365), Office 365 (O365), Azure, Windows Server, and Windows Client OS environments.
Hands-on experience with Exchange Online, Teams, SharePoint, OneDrive, Intune, and Entra ID (Azure AD).
Good understanding of Active Directory, Group Policy, DNS, DHCP, VPN, Remote Desktop Services, and networking concepts.
Strong troubleshooting, analytical, and problem-solving skills.
Working knowledge of ITIL service management practices.
Ability to manage multiple priorities in a fast-paced support environment.
Excellent verbal and written communication skills with mandatory International Voice Support experience.
Customer-focused mindset with strong stakeholder management skills.
Preferred Experience
4+ years of experience in Technical Support, Service Desk, End User Computing, or Microsoft Support environments.
Experience in supporting enterprise customers across global regions.
Exposure to Azure administration, virtualization technologies, and endpoint management solutions is preferred.
M365, END User Computing, Azure

Work arrangement
No