Desktop Support Engineer

Key Responsibilities:

1. Microsoft 365 Support & Administration

Provide Tier-2 and Tier-3 support for Microsoft 365 services including Exchange Online, Teams, SharePoint Online, and OneDrive for Business.

Create, manage, and maintain user accounts, mailboxes, licenses, and groups in Microsoft 365 and Entra ID (Azure AD).

Troubleshoot and resolve M365-related issues such as mail flow, mailbox access, sync errors,

Teams and SharePoint permissions, and OneDrive storage or sharing problems.

Proactively monitor M365 service health and respond to alerts and incidents to minimize service disruptions.

2. Identity & Access Management (IAM)

Manage user authentication and authorization via Microsoft Entra ID and Azure Active Directory.

Troubleshoot login issues, account lockouts, MFA-related problems, and enforce conditional access policies.

Implement and support Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control measures using Microsoft best practices.

Support and maintain Entra ID synchronization with on-premises AD through Azure AD Connect.

3. Security & Compliance

Implement and manage Microsoft 365 security features such as DLP (Data Loss Prevention), retention policies, and compliance configurations.

Configure and maintain Microsoft Intune for endpoint enrollment, device compliance, and policy enforcement.

Monitor and improve the organization’s Microsoft Secure Score, taking proactive steps to enhance the overall M365 security posture.

Ensure continuous alignment with corporate security policies and industry best practices for M365 and endpoint protection.

4. Licensing, Reporting & CSP Coordination

Work closely with the CSP (Cloud Solution Provider) partner to manage license allocation, monitor usage, and conduct regular audits.

Identify opportunities for license optimization, consolidation, or reallocation to ensure costeffectiveness and compliance.

Assist in securing eligible benefits, offers, and promotional credits from Microsoft or CSPs.

Generate usage and adoption reports to support strategic decisions and improve ROI on M365 investments.

5. Incident, Request & Change Management

Analyze, triage, and resolve user-reported incidents and service requests within defined SLA targets.

Document root cause analysis and implement preventive actions for recurring issues.

Collaborate with L1 support, internal IT teams, and Microsoft Premier Support (or equivalent) for escalations and technical resolution.

Follow ITIL-compliant processes for change management, including configuration updates and environment changes.

6. Operational Excellence & Continuous Improvement

Maintain up-to-date documentation of standard operating procedures, troubleshooting steps, and known issue resolutions.

Identify gaps in support processes and recommend automation or service enhancements.

Contribute to continuous service improvement initiatives and promote knowledge sharing within the support team.

7. Availability & Support Coverage

Participate in a 24x7 rotational on-call support model, including weekends and public holidays, to ensure critical issue coverage.

Provide extended support during major incidents, outages, or during rollout of significant updates or changes.

Pay: ₹20,000.00 - ₹25,000.00 per month

Application Question(s):

• Notice Period

Education:

• Bachelor's (Required)

Experience:

• Active Directory: 1 year (Required)
• OS 365: 1 year (Required)

Work Location: In person