Responsibilities of the Candidate:

Log, categorize, prioritize, and manage incidents and service requests based on impact and urgency.
Perform initial diagnosis, resolve issues within scope, and escalate unresolved or high-impact issues through the defined support model.
Maintain accurate ticket notes, ownership, status, resolution details, and user communications throughout the ticket lifecycle.
Provide remote and, where required, on-site support for desktops, laptops, peripherals, mobile devices, operating systems, and approved business applications.
Support Microsoft 365 applications and collaboration services, including Teams and OneDrive for Business.
Perform approved user-account, password, group-membership, and access-support activities in accordance with access-control procedures.

Requirements:

Graduate (Bsc, MCA etc) or BTech or equivalent.
At least 1-2 years of experience providing customer-facing support for desktop hardware, peripherals, operating systems, and business applications.
Working knowledge of Microsoft 365, including core productivity applications, Teams, and OneDrive for Business.
Experience supporting currently approved Windows desktop operating systems in an enterprise environment.
Working knowledge of Active Directory and Microsoft Entra ID user and access support.
Sound technical troubleshooting, analytical, and problem-solving skills.