Technology Support Engineer

Role mandate:

 As a Technology Support Engineer within Technology Group, you will learn, grow, and contribute as part of a highly competent global team, supporting a leading-edge mixed cloud and on-premises environment. This role is accountable for maintaining the cloud applications and platforms as well as on-premises infrastructure for the organization. This role is responsible for identifying and resolving any issues in the domain delivering an excellent end-user experience.

This role will be based in Zafin Trivandrum office supporting Global IT operations.

Reports to This role reports to the Manager, Systems and Technology.

Primary Responsibilities

• Perform implementation, administration and support responsibilities for cloud applications, platforms and systems including, but not limited to the below :

o Microsoft 365

o Microsoft Azure cloud

o Microsoft Defender

o Microsoft End Point management / Intune

o Windows, MacOS and Linux technology stack o Azure Entra ID

o Atlassian products – Jira, Confluence

o Network Administration (routers, firewalls, switches) 

o Security Patching & Vulnerability management

o Maintain security, backup, and redundancy strategies

o Provisioning of end user devices

o Software distribution o Upgrades, repairs, and preventive maintenance on IT equipment

o System security

• Provide Help Desk support, including: 

o Provide support to end users experiencing hardware, software, and network issues on-site or via remote-access systems

o Incident response and service request management

o Research, diagnose, troubleshoot and identify solutions to resolve issues

o Collaborate well with stakeholders across the globe and within the team to ensure time-bound resolution of issues and service requests 

o Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

o Ensure proper recording, documentation, and closure of support tickets as per IT Service Management standards, adhering to SLA’s 

• Adhere to established Change Management process standards

• Participate in Team Meetings, Project Sprints, and other collaborations

• Work on technical projects in an Agile environment.

• End user training for employees

• Prepare user documentation, procedures, and relevant training materials

• Assist in statistical data capture of key metrics for IT reporting

• Research and report on new technologies that would help the organization to meet new and ever-changing business goals and requirements.

• Proactive issue remediation and service mindset to maintain excellent end user experience

Requirements Must-have:

• Degree in Computer Science, Engineering or equivalent

• 2-4 years of proven working experience in the field of IT administration

• This is a 100% in-office role. The selected candidate must work from the office every business day. Remote or hybrid work arrangements are not available for this role.

• Sound knowledge in cloud concepts and working experience in at least one cloud platform, preferably Microsoft Azure

• Experience in administering Microsoft 365 suite of applications

• Solid experience with Infrastructure components (Compute, Storage, Networking, virtualization)

• Familiarity with Atlassian Jira and Confluence

• Excellent troubleshooting skills with experience in issue triaging and resolution as per ITSM standards

• Must demonstrate excellent written and verbal communication abilities, with the confidence to engage clearly across all levels of the organization 

• Strong collaboration skills are essential.

This role will involve working closely with our global team, particularly with senior leaders across various functions.

• Ability to build trusted relationships and manage diverse stakeholder expectations

• A genuine passion for technology

• A love for helping people and solving problems 

• An instinct to communicate and collaborate with others

• A desire to work hard, learn, and grow

• Ability to multi-task with strong attention to detail and follow-up skills

• Strong work ethic and flexible to take on varied responsibilities

• Proactive Mindset for Continuous Improvement

• Relevant certifications in Microsoft 365 technologie

s o AZ-900: Microsoft Azure Fundamentals

o MS-900: Microsoft 365 Fundamentals

Nice-to-have:

• Experience working with large enterprise IT environment 

• Mindset oriented toward automation - eager to explore tools, scripts, or techniques that can increase efficiency in everyday IT support tasks

• Certifications : o SC-900: Microsoft Security, Compliance, and Identity Fundamentals o MD-102 - Endpoint Administrato