Advait Techserve
Website:
advaittechserve.in
Job details:
Job Description – Desktop Support Engineer (Microsoft 365 & End User Support)
Position Overview
We are seeking a proactive and customer-focused Desktop Support Engineer to provide comprehensive end-user IT support across a global business environment. The ideal candidate will have strong technical expertise in Microsoft 365, desktop support, and user administration, with the ability to independently support users across India, Dubai, Hong Kong, and Africa. This role requires excellent communication skills, ownership of incidents from initiation to resolution, and effective coordination with internal teams and external vendors.
Key Responsibilities
End-User Support
- Provide first-line and second-line support for desktops, laptops, and end-user devices.
- Diagnose and resolve hardware, software, operating system, and application issues.
- Install, configure, and maintain Windows and macOS systems.
- Support printers, peripherals, and other endpoint devices.
- Perform preventive maintenance to ensure optimal system performance.
Microsoft 365 Administration & Support
- Provide technical support for Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, Excel, PowerPoint, and related services.
- Configure, troubleshoot, and support OneDrive synchronisation issues on Windows and macOS.
- Provide user support for SharePoint Online, including access, permissions, and collaboration features.
- Administer Microsoft Entra ID (Azure AD), including user account management, group administration, password resets, and Multi-Factor Authentication (MFA).
- Assist with Microsoft 365 tenant administration activities, including retention policies and migration support.
Incident & Service Management
- Manage incidents and service requests in accordance with defined Service Level Agreements (SLAs).
- Take ownership of assigned issues through to successful resolution.
- Escalate complex issues to appropriate teams while ensuring timely follow-up and communication.
- Maintain accurate documentation of incidents, resolutions, and technical procedures.
Asset & Infrastructure Support
- Support deployment, installation, and replacement of desktops, laptops, and IT equipment.
- Maintain IT asset inventory and lifecycle records.
- Perform basic network and connectivity troubleshooting.
- Coordinate with hardware and software vendors for warranty services, repairs, and technical support.
Customer & Vendor Coordination
- Deliver professional and responsive IT support to business users across multiple geographical locations.
- Collaborate effectively with internal stakeholders and external vendors to ensure timely issue resolution.
- Provide clear and effective communication throughout the support process.
Required Skills & Experience
Technical Skills
- Hands-on experience with Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint Online.
- Strong knowledge of OneDrive setup, configuration, and troubleshooting on Windows and macOS.
- Experience supporting SharePoint Online users.
- Working knowledge of Microsoft Entra ID (Azure AD), MFA, user provisioning, and identity management.
- Basic understanding of Microsoft 365 retention policies and tenant migration activities.
- Experience supporting Windows and macOS operating systems.
- Knowledge of desktop hardware, software installation, peripheral devices, and basic networking concepts.
Soft Skills
- Excellent spoken and written English communication skills.
- Strong customer service orientation with the ability to support users across different regions and cultures.
- Effective vendor coordination and stakeholder management skills.
- Strong analytical and troubleshooting abilities.
- Self-motivated, proactive, and solution-oriented approach.
- Quick learner with the ability to adapt to changing technologies and business requirements.
- Demonstrates accountability, ownership, humility, and a commitment to delivering high-quality support.
Preferred Qualifications
- Experience of min 1 year working in a global IT support environment.
- Exposure to IT Service Management (ITSM) tools such as ServiceNow, Jira Service Management, or similar platforms.
- Microsoft 365 or Microsoft Certified credentials are an added advantage.
Scope of Services
The Desktop Support Engineer will be responsible for:
- End-user desktop and laptop support.
- Hardware and software troubleshooting.
- Operating system installation, configuration, and support.
- Standard application installation and troubleshooting.
- Microsoft 365 desktop application support and Level 1/Level 2 troubleshooting.
- Printer and peripheral support.
- Basic network and connectivity troubleshooting.
- Incident and service request management.
- Asset deployment, installation, and inventory support.
- Preventive maintenance of end-user systems.
- Coordination with hardware and software vendors.
- Microsoft 365 administration and end-user support, including OneDrive, SharePoint Online, Entra ID, and MFA.
- Supporting Microsoft 365 governance activities, including retention policies and tenant migration initiatives.
Regards,
HR Team
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