- Hyderabad, Telangana, India
- Hybrid
- 5+ years
Resolve incoming tickets for hardware, software, Teams, M365, email, and account issues, owning each one through to resolution
Responsibilities
- Resolve incoming tickets for hardware, software, Teams, M365, email, and account issues, owning each one through to resolution
- Triage new cases, set priority, and route or elevate with clear documentation
- Meet or exceed team SLA targets for response and resolution time, and keep ticket status current at all times
- Troubleshoot Windows 11 and macOS issues across devices, applications, networking, and peripherals
- Manage user accounts, group memberships, access requests, and password and MFA resets in Active Directory and Microsoft Entra ID
Requirements
- Bachelor’s degree in Computer Science or a related field, or 5+ years of equivalent hands‑on experience
- Nice to have: PowerShell scripting
- Nice to have: Microsoft certifications (MD-102, SC-300, AZ-104)
- Nice to have: CompTIA/ITIL certifications
- Nice to have: knowledge base writing