Role Purpose
We are looking for a skilled and proactive IT Support Engineer (Level 2/3) to join our Service Desk team at the GCC office. This role goes beyond traditional helpdesk support – the ideal candidate will handle escalated technical issues, drive automation within our ITSM platform, manage core Microsoft 365 and Azure infrastructure services, and leverage AI tools such as Microsoft Copilot and Claude agents to enhance service delivery. You will play a key role in ensuring operational efficiency, endpoint management, AI-driven workflow automation, and supporting DevOps and cloud initiatives.
Key Responsibilities
IT Helpdesk & Ticket Management
- Manage and resolve Level 2/3 support tickets across the organisation, ensuring SLAs are met.
- Act as the escalation point for Level 1 support, triaging and resolving complex technical issues.
- Maintain ticket quality, documentation, and knowledge base articles.
ITSM Workflows & Automation
- Design, build, and optimise workflows and automation rules within the ITSM/ticketing platform.
- Identify repetitive tasks and implement automation to improve efficiency and reduce manual effort.
- Collaborate with the SD team to continuously improve service delivery processes.
Microsoft 365 Administration
- Administer the Microsoft 365 Admin Center including user lifecycle management, licensing, and tenant configuration.
- Manage Exchange Online – distribution groups, shared mailboxes, mail flow rules, and policies.
- Administer SharePoint Online – site collections, permissions, storage management, and governance.
- Manage Microsoft Teams – policies, teams/channels governance, voice configuration, and meeting settings.
Endpoint & Device Management ( )
- Manage and maintain device compliance and configuration profiles for Windows, macOS, and virtual machines via Microsoft Intune.
- Handle device enrolment, policy deployment, software distribution, and security baselines.
- Troubleshoot endpoint issues and ensure devices meet organisational security standards.
Application Packaging & Deployment
- Package, test, and deploy applications using Intune, SCCM, or equivalent tooling.
- Maintain an up-to-date application catalogue and manage application lifecycle.
Azure Infrastructure Support
- Provide support for Azure IaaS/PaaS resources including virtual machines, networking, storage, and identity services.
- Monitor Azure environments, respond to alerts, and assist with resource optimisation.
- Support Azure AD (Entra ID) including conditional access policies, group management, and SSO configurations.
DevOps & GitHub Support
- Assist with Azure DevOps – pipelines, repos, boards, and artifact management.
- Provide support for GitHub – repository management, access controls, Actions workflows, and branch policies.
- Collaborate with development teams to troubleshoot CI/CD pipeline issues.
AI Tools, Copilot & Agent Support
- Support the rollout and adoption of Microsoft 365 Copilot across the organisation – licensing, policy configuration, usage monitoring, and end-user enablement.
- Build and manage AI agents and assistants using Microsoft Copilot Studio, Claude (Anthropic), and similar platforms to automate IT workflows and improve self-service capabilities.
- Integrate AI agents with existing ITSM, SharePoint, and Teams environments to streamline ticket triage, knowledge retrieval, and common request fulfilment.
- Evaluate and pilot emerging AI tools and copilot experiences to enhance service desk efficiency and user productivity.
- Develop prompt templates, agent configurations, and best-practice documentation to support AI-driven support scenarios.
- Stay current with AI/ML developments relevant to IT operations and proactively recommend improvements.
Required Skills & Qualifications
- 3–6 years of hands-on experience in IT support, systems administration, or a similar role.
- Strong knowledge of Microsoft 365 Admin Center, Exchange Online, SharePoint Online, and Microsoft Teams administration.
- Experience with Microsoft Intune (endpoint management for Windows, macOS, and VMs).
- Familiarity with ITSM tools (e.g., ServiceNow, Freshservice, Jira Service Management) and workflow automation.
- Working knowledge of Azure infrastructure services (VMs, networking, storage, Azure AD / Entra ID).
- Exposure to Azure DevOps and/or GitHub (repos, pipelines, Actions).
- Experience with application packaging and deployment tools.
- Strong troubleshooting, analytical, and communication skills.
- Ability to work independently, manage priorities, and collaborate across teams.
- Hands-on experience with AI-assisted tools such as Microsoft 365 Copilot, Copilot Studio, or Claude (Anthropic) for building agents or automating workflows.
Preferred / Nice-to-Have
- Microsoft certifications: AZ-104, MS-102, MD-102, AZ-900, SC-300, or equivalent.
- Experience with PowerShell scripting for automation and administration tasks.
- Familiarity with ITIL framework and best practices.
- Experience in a GCC / shared services environment.
- Knowledge of security best practices across M365, Azure, and endpoint management.
- Experience building AI agents or chatbots using Copilot Studio, Claude agents, Power Virtual Agents, or similar low-code/no-code AI platforms.
- Understanding of prompt engineering, retrieval-augmented generation (RAG), and AI governance/responsible AI principles.
What We Offer
- Opportunity to work with a modern Microsoft cloud stack across M365, Azure, and DevOps.
- Exposure to automation, infrastructure-as-code, and CI/CD practices.
- Hands-on experience with cutting-edge AI tools including Microsoft Copilot and Claude agents.
- A collaborative and growing SD team with clear career progression pathways.
- Continuous learning and certification support.
Pay: Up to ₹100,000.00 per year
Benefits:
- Health insurance
- Life insurance
- Provident Fund
Work Location: In person
