Job Summary

 Key Responsibilities End‑User & Desktop Support Provide on‑site and remote support for desktops, laptops, peripherals, and mobile devices. Troubleshoot Windows OS (Windows 10/11), hardware, drivers, and system performance issues. Support user onboarding, offboarding, and workstation provisioning. Endpoint & Device Management Manage endpoints using tools such as SCCM / Microsoft Intune. Perform software deployments, patching, and compliance remediation. Support device imaging, re‑imaging, and Windows upgrades. Monitor endpoint health and perform corrective actions. Applications & Collaboration Support Support M365 applications including Outlook, Teams, OneDrive, SharePoint, and business applications. Troubleshoot application access, performance, and installation issues. Assist with application updates and version compatibility. Identity, Access & Security Manage user accounts and access using Active Directory and Entra ID (Azure AD). Handle password resets, account unlocks, group membership changes, and MFA support. Support endpoint security, antivirus, BitLocker, and compliance policies. Networking & Connectivity Troubleshoot LAN/Wi‑Fi, VPN, printer, and basic network connectivity issues. Coordinate with network teams for cabling, switch port, or advanced network

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

Strong experience in Windows OS, desktop troubleshooting, and hardware support. Hands‑on experience with SCCM and/or Microsoft Intune. Knowledge of Active Directory, Entra ID, and M365 applications. Basic understanding of networking concepts (IP, DNS, DHCP, VPN). Familiarity with ITIL processes and SLA‑driven support environments. Good communication skills and customer‑focused approach.

Other Requirements

Exposure to Azure Virtual Desktop (AVD) or virtual environments. Experience supporting enterprise applications and security tools. Ability to work independently in an on‑site support role.