Technical Support Engineer(Site Agnostics)

2 days ago


Hyderabad, Telangana, India Enterprise Minds, Inc Full time

Job Profile

Department:

Information Technology

Reports To:

IT Service Desk Manager

Location: Hyderabad (WFO)Role Summary:

The IT Services Desk Specialist provides Tier 1–2 technical support to end-users across the organization, with a strong focus on troubleshooting Microsoft Office 365 (O365) and Azure Active Directory (AAD) issues. The role involves resolving technical incidents, fulfilling service requests, and ensuring high customer satisfaction through timely and effective resolution of user concerns.

Key Responsibilities:

  • Serve as the first point of contact for IT support through phone, chat, email, or ticketing system.
  • Troubleshoot and resolve issues related to Microsoft O365 (Outlook, Teams, OneDrive, SharePoint) and Azure Active Directory (user authentication, group membership, MFA).
  • Manage user accounts and permissions within Active Directory and Azure AD.
  • Support device management, including Windows 10/11, mobile devices, and remote access (VPN, MFA).
  • Escalate unresolved issues to Tier 3 or specialized support teams.
  • Document issues, solutions, and knowledge base articles.
  • Monitor and follow up on open tickets, ensuring timely resolution and communication.
  • Participate in onboarding/offboarding processes and technology provisioning.
  • Assist in software installations, updates, and patching.

Required Qualifications & Skills:

  • Associate or Bachelor's degree in Information Technology or a related field, or equivalent experience.
  • 5+ years of experience in a Service Desk or IT Support role.
  • Proficient in troubleshooting Microsoft O365 applications and Azure AD.
  • Strong knowledge of Windows OS, networking fundamentals, and endpoint support.
  • Experience using ITSM tools like ServiceNow, FreshService, or similar.
  • Familiarity with remote desktop tools and diagnostic utilities.

Soft Skills:

  • Excellent verbal and written communication.
  • Strong problem-solving and critical thinking abilities.
  • Customer-focused mindset and patience under pressure.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Team-oriented, with the ability to collaborate across departments.

Preferred Qualifications:

  • Microsoft certifications (e.g., MS-900, AZ-900, MD-100, MD-101).
  • Experience with Intune, SCCM, or other device management platforms.
  • Familiarity with PowerShell scripting for administrative tasks.
  • ITIL Foundation certification.

Key Relationships:

  • Internal: Employees at all levels, IT Infrastructure Team, Security Team, HR (on/offboarding).
  • External: Vendors and third-party support providers (as needed).

Role Dimensions:

  • User base supported: ~(insert number)
  • Primary tools: Microsoft 365 Admin Center, Azure Portal, ADUC, ticketing systems.
  • May involve shift work or on-call rotation (if applicable).

Success Measures (KPIs):

  • First Contact Resolution (FCR) rate.
  • Average resolution time / SLA adherence.
  • Customer satisfaction (CSAT) scores.
  • Ticket closure rate.
  • Escalation rate (should remain low with strong troubleshooting).

Competency Framework Alignment:

  • Technical Proficiency: Demonstrates solid expertise in O365 and AAD.
  • Customer Focus: Provides high-quality support aligned with user needs.
  • Collaboration: Works effectively with IT peers and business units.
  • Continuous Improvement: Seeks opportunities to enhance processes and knowledge.
  • Accountability: Owns tasks and follows through on commitments.

  • Site Agnostics

    3 weeks ago


    Hyderabad, Telangana, India Enterprise Minds, Inc Full time

    Key Responsibilities: Advanced Troubleshooting:- Resolve complex issues escalated from L1 support, including root cause analysis and system diagnostics.System & Application Support:- Manage enterprise applications, databases, and servers; perform updates, patching, and configuration changes.Incident Management: Handle tickets with detailed logs, adhere to...

  • Site Agnostics

    2 weeks ago


    Hyderabad, Telangana, India Enterprise Minds, Inc Full time

    Key Responsibilities: Advanced Troubleshooting: Resolve complex issues escalated from L1 support, including root cause analysis and system diagnostics. System & Application Support: Manage enterprise applications, databases, and servers; perform updates, patching, and configuration changes. Incident Management: Handle tickets with detailed logs, adhere to...


  • Hyderabad, Telangana, India Creative People Specialist Full time

    As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will resolve customer issues and provide technical guidance in addressing their business needs. You will be the voice of the customer into ServiceNow product and development teams for product feedback and improvements. You will play...

  • Site Engineer

    1 week ago


    Hyderabad, Telangana, India Savvy Search Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Title: Site Engineer Modular Interiors Location: Moosapet, Hyderabad About the Employer: A well-established player in the interior fit-out industry, known for delivering high-quality modular and factory-finish installations across residential and commercial projects. Role Overview: We are hiring a Site Engineer with experience in modular interior works...


  • Hyderabad, Telangana, India ServiceNow Full time

    Technical Support Engineer - Automation In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform. A successful candidate will be committed to providing amazing customer support...


  • Hyderabad, Telangana, India ServiceNow Full time

    Technical Support Engineer - Automation In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform. A successful candidate will be committed to providing amazing customer support...


  • Hyderabad, Telangana, India Sify Limited Full time

    Job Title - Site LeadLocation - Hyderabad and Chennai and Mumbai Site Technical Lead - An Site Technical Lead oversees and directs the daily activities of an organization's IT department, ensuring systems, services, and infrastructure function reliably and securely. They manage IT staff, maintain network security, and align IT infrastructure with business...


  • Hyderabad, Telangana, India Quadrant Technologies Full time

    Job DescriptionJob descriptionJob Title: Microsoft Office 365 Specialist/Support EngineerLocation: Hyderabad, Telangana, IndiaPosition Overview:We are seeking a highly skilled and motivated Technical Support Engineer with a strong background inAzure Cloud, Office 365 services, PowerShell, and SQL. This role requires a professional who can provide exceptional...


  • Hyderabad, Telangana, India Trigent Software - Professional Services Full time

    We're Hiring | Technical Support Engineer – ServiceNow + UI Layer (Troubleshooting) Location: Hyderabad | Flexible Shifts | Hybrid Work Model Immediate Joiners Preferred |


  • Hyderabad, Telangana, India beBeeSiteEngineering Full time ₹ 8,00,000 - ₹ 12,00,000

    Site Engineering SpecialistWe are seeking a skilled Site Engineering Specialist to join our team. The ideal candidate will have experience in managing and designing site-specific solutions, interacting with clients to understand requirements, and translating those requirements into functional specifications.The role involves technical design, configuration,...