Technical Support

Technical Support Engineer at Cybage!

Mandatory Skills:

• Active Directory
• Microsoft 365/O365
• Windows 10/11 troubleshooting
• Basic Windows/Azure Server knowledge
• Remote support
• ITSM/ticketing experience
• Strong verbal and written communication

Preferred Skills:

• Entra ID/Azure AD
• Exchange Online
• Intune
• Defender
• PowerShell
• Group Policy
• DNS/DHCP
• networking fundamentals
• ITIL
• Experience supporting remote users

Roles & Responsibilities:

• Provide Level 1/Level 2 end-user support for Windows 10/11, Microsoft 365, applications, hardware, peripherals, and common desktop issues.
• Perform Active Directory administration, including user creation, password resets, account unlocks, group membership, permissions, and basic domain-related troubleshooting.
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, Word, Excel, and other Office applications, covering installation, configuration, authentication, connectivity, and synchronization issues.
• Manage user accounts and access, including provisioning, modification, access requests, password management, and timely removal of access in accordance with security procedures.
• Provide technical support for employee onboarding and offboarding, including account setup, device/application access, configuration, and coordination with relevant internal teams.
• Diagnose and resolve Windows operating system issues, including performance, login, application crashes, updates, connectivity, drivers, printing, VPN, and user-profile-related problems.
• Provide remote technical support to users across different locations, effectively troubleshooting connectivity, authentication, Microsoft 365, and endpoint-related issues.
• Manage incidents and service requests through the ITSM/ticketing system, ensuring accurate categorization, prioritization, documentation, SLA adherence, regular updates, and timely closure.
• Maintain technical documentation and knowledge-base articles, documenting troubleshooting steps, resolutions, recurring issues, and standard support procedures.
• Escalate complex or unresolved issues to appropriate infrastructure, security, application, or vendor teams with complete troubleshooting details, while maintaining ownership and communication until resolution.

Shift:

• Currently 18x5(2PM to 7AM(next day) IST) Support to be provided in US business hours/rotational shifts. May changes depending Client requirements.