SME - IT End User Support

Role & responsibilities

• Troubleshoot and resolve complex L2 issues related to Windows endpoints, Microsoft 365/Office 365, Active Directory, Microsoft Entra ID/Azure AD, and Microsoft Intune.
• Manage and monitor ticket queues, ticket ageing, prioritization, backlog, and SLA compliance to ensure timely resolution.
• Act as the technical escalation point for critical incidents and coordinate technical bridge calls with relevant resolver teams.
• Review ticket quality, ensure proper documentation, and maintain knowledge base articles, SOPs, and troubleshooting guides.
• Coach and mentor analysts on technical troubleshooting, ticket handling, customer communication, and escalation procedures.
• Investigate recurring incidents, perform root cause analysis, and recommend corrective and preventive actions.
• Provide professional voice-based and remote technical support to US-based end users, ensuring a positive customer experience.
• Follow ITIL-based processes and ITSM practices to improve service quality, operational efficiency, and customer satisfaction.
• Collaborate with infrastructure, network, identity, endpoint, and application teams to resolve complex technical issues.

Preferred candidate profile

• 12+ years of experience in IT support, service desk, desktop support, or end-user computing, with strong L2 troubleshooting expertise.
• Hands-on experience with Windows endpoints, Active Directory, Microsoft Entra ID/Azure AD, Microsoft 365/Office 365, and Microsoft Intune.
• Prior experience providing voice-based technical support to US end users is required.
• Experience in ITSM ticketing tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
• Strong understanding of incident management, ticket quality, SLA monitoring, escalation management, and ITIL processes.
• Experience as an SME, technical lead, or escalation point, including analyst coaching and knowledge management.
• Good communication, analytical, problem-solving, stakeholder management, and customer service skills.
• Working knowledge of DNS, VPN, TCP/IP, RDP, VDI, Citrix, and Azure Virtual Desktop (AVD) will be an added advantage.

Note:

This is a work from office in Chennai (In DLF IT Park Manapakkam). 5 days working in office

This will be rotational working hours (6am, 11am and 5:30pm)

Exp in Supporting US Client is Mandatory