Description

Key Skills: Microsoft 365, Exchange Online, Teams, SharePoint Online, OneDrive, Active Directory, IAM, SCCM, Intune, ServiceNow

Good to Have Skills: Microsoft Certifications, DNS and GPO fundamentals, Enterprise printing solutions, Teams Rooms technologies, Windows endpoint management, Remote support tools, Endpoint troubleshooting, Log analysis, uniFLOW, Entra ID experience, Global teams collaboration, Vendor management experience.

Roles & Responsibilities:

• Provide L2 workplace support by handling escalations from users via ticketing tools and emails.
• Take ownership of complex incidents ensuring timely resolution within agreed SLAs.
• Perform in-depth diagnostics and root cause analysis for workplace and end-user issues.
• Drive incident resolution end-to-end including coordination with L3 teams and vendors.
• Review, validate, and execute non-standard and complex operational changes following change management processes.
• Participate actively in major incident management including technical bridge calls when required.
• Ensure problem management activities including identifying recurring issues and driving permanent fixes.
• Maintain and improve operational documentation, runbooks, troubleshooting guides, and knowledge base articles.
• Support and optimize workplace management, monitoring, and administration tools for operational efficiency.
• Work in shift-based 24x5 support model including day, evening, and night shifts.

Experience Required: 5+ years of experience in Workplace Support, End User Services, IT Operations, or Digital Workplace environments. Proven experience in handling complex incidents and escalations. Experience in a shift-based or 24x5 support environment

Key Skills

Education

Any Graduate