Engineer, Digital Workplaces - R01573665
- Bangalore, Karnataka, India
- Full-time
- Posted
Skills
Job description
Engineer, Digital Workplaces
Primary Skills
•Exchange Engineering
Job requirements
•Experience Range: 1 to 3 years of experience in IT Service Desk, Help Desk, or Technical Support roles, with hands-on support for digital workplace technologies in an enterprise environment Key Responsibilities: 1. Deliver Level 1 technical support to end users via phone, email, chat, and ticketing tools, resolving incidents within defined SLAs 2. Log, categorize, prioritize, and resolve issues related to Windows operating systems, Microsoft 365 applications, and hardware devices 3. Escalate unresolved incidents to Level 2 or Level 3 support teams and provide timely status updates to users 4. Fulfill service requests including password resets, account provisioning/deprovisioning, VPN access, software installations, printer support, and access management 5. Troubleshoot laptops, desktops, mobile devices, printers, and peripheral devices, supporting remote connectivity and collaboration tools 6. Maintain and update knowledge base articles, FAQs, and troubleshooting documentation to improve self-service and process efficiency 7. Conduct follow-ups to ensure issue resolution and maintain positive user relationships 8. Comply with ITIL-based Incident, Request, Problem, and Change Management processes, and adhere to information security and data privacy requirements Required Skills: 1. Windows 10/11 administration 2. Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) 3. Active Directory user management 4. Azure AD / Entra ID basics 5. VPN and remote access support 6. Experience with ticketing tools (ServiceNow, Jira, Remedy, Freshservice) 7. Basic networking concepts (DNS, DHCP, TCP/IP) 8. Printer and peripheral device support Preferred Skills: 1. Intune / Endpoint Manager 2. Exchange Online administration 3. Multi-Factor Authentication (MFA) 4. Device management and asset tracking 5. PowerShell basics 6. ITIL Foundation certification Desired Qualifications: 1. Bachelor's degree in Computer Science, Information Technology, Electronics, or a closely related discipline 2. Microsoft Certified: Modern Desktop Administrator Associate 3. ITIL Foundation certification Additional Information: Service desk resource replacement for Romania