Primary Roles & Responsibilities: • Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment. • Troubleshoot escalated issues and help L1 support team to resolve end user’s trouble tickets. • Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed. • Escalate unresolved issues to the appropriate internal channel • Diagnose and troubleshoot applications, operating systems and software issues, and technical issues, including login account and email account setup. • Maintain ticket updates for all reported incidents. • Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc. • Provide timely communication on issue status and resolution. • Proven ability to multi-task, effectively determine priorities and meet SLA’s. • Adaptable and flexible in a fast-changing industry and work environment. • Hands-on experience with Service desk and remote control softwares. • Properly escalate unresolved issues to appropriate team members • Communicate with users with a high degree of etiquette and professionalism • Ensure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin. • Contribute to improving customer support by actively responding to queries and handling complaints • Perform other duties and participate in special projects as assigned. Communication Skills: • Excellent English Speaking/Reading & written communication skills. Clear, understandable • Schedule Flexibility: Willingness to work a flexible schedule including occasional after hours on- call, multitask and resilience. Knowledge, Skills, Abilities • Bachelor's degree in Electronics / Computer Science / Information Technology or related field and 8 years of experience, or combination of education and 6-8 years of relevant experience • Work Experience in MS 365 / Azure cloud environment, Office 365 applications • Experience in Windows operating systems (XP through Windows 11) required. • Analytical skills to identify and resolve matters of significance • Problem solving skills to troubleshoot various problems within varied environments • Superior time management skills • Superior interpersonal skills to interface with internal and external users, customers and vendors • Ability to multi-task and work under pressure and adapt to fast paced changing requirements and requests • Management of MS 365 / Azure cloud / Share Point / One Drive / In Tune • Office 365 support and MS Teams support • End User Desktop support (Remote support) and Troubleshooting • End User desktop applications, Office, email support • Basic management and configuration of applications • Familiarity with email server and spam filtering technology. Training & Certifications Current and valid industry Training/certifications in the following preferred • ITSM (Ticketing) Tool • Training in Operating systems management and Basic Network Operations • Knowledge of IP routing protocols and implementations • Microsoft 365 Certified: Administrator Expert • Microsoft Certified: Azure Administrator Associate