SENIOR ENGINEER - END User Computing

Role overview

SENIOR ENGINEER - END User Computing at Happiest Minds

Manage and resolve support tickets while consistently meeting SLA, quality, and customer satisfaction targets.

Responsibilities

• Provide L1/L2 technical support for Microsoft technologies, including Microsoft 365 (M365), Office 365 (O365), Azure, Windows Server, and Windows Client OS.
• Provide support to end users through phone, email, chat, and remote support channels.
• Troubleshoot and administer Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Intune, and Entra ID (Azure AD).
• Handle complex escalations from L1 teams, perform root cause analysis (RCA), and drive issues to resolution.
• Troubleshoot issues related to Active Directory, Group Policy, DNS, DHCP, VPN, Remote Desktop Services, and networking fundamentals.
• Perform user administration, account provisioning, password resets, access management, and permissions troubleshooting.
• Support and troubleshoot Windows and Server operating systems, including performance and configuration-related issues.
• Collaborate with internal teams, vendors, and customers to resolve critical incidents and service requests.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
• Participate in incident management, problem management, and continuous service improvement initiatives aligned with ITIL best practices.
• Mentor L1 engineers and assist in knowledge transfer activities. macOS support knowledge is an added advantage.
• Required Skills & Experience Strong experience supporting Microsoft 365 (M365), Office 365 (O365), Azure, Windows Server, and Windows Client OS environments.
• Hands-on experience with Exchange Online, Teams, SharePoint, OneDrive, Intune, and Entra ID (Azure AD).
• Good understanding of Active Directory, Group Policy, DNS, DHCP, VPN, Remote Desktop Services, and networking concepts.
• Strong troubleshooting, analytical, and problem-solving skills.
• Working knowledge of ITIL service management practices.
• Ability to manage multiple priorities in a fast-paced support environment.
• Excellent verbal and written communication skills with mandatory International Voice Support experience.
• Customer-focused mindset with strong stakeholder management skills.
• Experience in supporting enterprise customers across global regions.
• Exposure to Azure administration, virtualization technologies, and endpoint management solutions is preferred.

Preferred qualifications and skills

• Preferred Experience 4+ years of experience in Technical Support, Service Desk, End User Computing, or Microsoft Support environments.

Employment details

• Location: Bengaluru