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IT Support Engineer

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SoftClouds

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Location:
India , Hyderabad

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Job Roles & Responsibilities: Provide First-Level Support, Incident Management, Basic Troubleshooting, Escalation of Complex Issues, Documentation and Reporting, Customer Support and Satisfaction, Basic System Monitoring, Routine Tasks, Continuous Learning, Maintain SLAs, work shifts during US Timing.

Job Responsibility:

  • Provide First-Level Support: Respond to customer inquiries and technical issues via call, email, chat, or helpdesk tools
  • Incident Management: Log, classify, and prioritize issues in the ticketing system
  • Basic Troubleshooting: Diagnose common issues
  • Escalation of Complex Issues: Identify and escalate complex problems to higher-level support teams
  • Documentation and Reporting: Keep accurate records of customer interactions and issues
  • Customer Support and Satisfaction: Resolve customer issues quickly and professionally
  • Basic System Monitoring: Monitor system performance and report any issues or outages
  • Routine Tasks: Perform regular system checks and assist with onboarding/offboarding tasks
  • Continuous Learning: Stay updated on new tools, technologies, and processes through training
  • Maintain SLAs: Ensure all requests and incidents are managed within SLAs
  • Should be willing to work shifts during US Timing (8 am EST to 8 pm EST)

Requirements:

  • 4+ years hands-on experience working in Tier 1 Indian BPO companies as support engineer/tech support
  • Strong written and verbal communication skills
  • Exceptional listening and analytical skills
  • High Level of proficiency in Microsoft Office programs
  • Experience of handling and interacting with US based clients, their end-users
  • Ability of using best industry famous help desk/support center portals such as Jira, Confluence, Microsoft Teams channels etc.
  • Ensure all requests and incidents are addressed within the agreed-upon SLAs
  • Experience in influencing and gaining buy-in from team members, and peers
  • Self-motivated and able to work independently and as part of a team
  • Skilled in managing endpoint devices through Microsoft Intune
  • Proficient in Active Directory (AD) administration
  • Experienced in administering Microsoft Office 365
  • Experienced in Incident Management
  • Skilled in root cause analysis, SLA adherence, and escalation handling
  • Proficient in using ticketing tools like ServiceNow and Freshdesk
  • Managed security protocols such as Multi-Factor Authentication (MFA) and Single Sign-On (SSO)
  • Provided remote support to end-users
  • Effectively managed and prioritized multiple support cases
  • Excellent organizational and time-management skills
  • 3+ years hands-on experience working in Tier 1 Indian BPO companies as support engineer/ tech support
  • Functional knowledge of Microsoft Office 365 services
  • Working knowledge of Jira and Confluence tools
  • Minimum of a bachelor’s degree in computer science, Information Technology or related field

Nice to have:

  • Ability to function in a rapidly changing, heavily matrix, and virtual environment
  • Ability to prioritize, drive, and adapt to change quickly in a fast-paced environment
  • Culturally sensitive and capable of handling interactions with a “global mindset”
  • Drive innovation and transformational agenda
  • Experience in a large Tier 1/2 or Top Consulting organization, managing organizational complexities of multi-cultural and multi-location setups
  • Office 365, Active Directory, Azure, DNS, DHCP, OU, Device management, VPN, Remote Infrastructure, IP addressing, Microsoft Exchange, Intune, User and License Management, Security and Compliance
  • Hands on Windows 7/10/11

Additional Information:

Job Posted:
February 16, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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