Technical Support Engineer

Department

Engineering

Location

Pune

Work Experience

4 to 6 years

About The Position

We are seeking an IT Support Engineer to provide L1/L2 technical support for Windows, Microsoft 365, Active Directory, user access, and endpoint-related issues.

The role involves remote troubleshooting, ITSM/ticket management, onboarding/offboarding support, and coordination with technical teams to ensure timely issue resolution and excellent user experience.

Technical and Professional Requirements

Mandatory

• Must have hands-on experience with Active Directory administration, including user account management, password resets, account unlocks, group membership, and access permissions.
• Must have strong working knowledge of Microsoft 365 (M365/O365) applications and be able to troubleshoot common application, configuration, authentication, and connectivity issues.
• Must have practical experience troubleshooting Windows 10 and Windows 11 operating systems, including login, performance, application, update, driver, and connectivity issues.
• Must possess basic knowledge of Windows Server and Azure-related server environments.
• Must have experience providing remote technical support to end users and resolving desktop, application, access, and endpoint-related issues.
• Must have hands-on experience using ITSM or ticketing systems to manage incidents and service requests, maintain documentation, and meet service-level agreements (SLAs).
• Must demonstrate strong verbal and written communication skills to interact effectively with users, document technical issues, and coordinate with internal support teams.

Preferred

• Experience with Microsoft Entra ID (formerly Azure Active Directory) for identity management, authentication, and user access administration would be an advantage.
• Familiarity with Exchange Online and troubleshooting Outlook mailboxes, email delivery, and synchronization issues would be beneficial.

Job 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.

Educational Requirements

• Bachelor’s degree or diploma in Computer Science, Information Technology, Computer Applications, or a related field.

Disclaimer

Cybage conducts recruitment only through authorized channels and official communications sent from email addresses bearing the @cybage.com domain. Cybage does not, under any circumstances, solicit and/or accept any form of payment, fee, deposit, or monetary consideration from candidates on the pretense of interviews, employment opportunities, offer letters, onboarding formalities, salary account opening, background verification, training, or any other recruitment-related activity. Any such request should be treated as fraudulent. Applicants are advised to verify the authenticity of all recruitment-related communications through Cybage's official channels and refrain from sharing personal, financial, or confidential information with unauthorized persons. Cybage disclaims any liability for losses arising from dealings with fraudulent individuals or entities misusing its name, brand, or employee identities.