Senior Engineer, Cloud Engineering - R01570290

Brillio 2

Bangalore +1 more

On-siteCareer-pivot friendly

Who this role is best for

Aimed at senior technical support professionals with experience in enterprise IT environments who prioritize process adherence and documentation. The role emphasizes Windows and Microsoft 365 support within a structured ITIL framework in Bangalore.

Best fit for

Candidates with 4–6 years in enterprise technical support and a background in Windows and Microsoft 365 environments
— “With 4 to 6 years of experience in IT Service Desk, Help Desk, or Technical Support roles, including supporting enterprise end users”
Individuals skilled in incident resolution and comfortable with ticketing tools for efficient support delivery
— “Provide Level 1 technical support to end users via phone, email, chat, and ticketing tools”
Professionals who value contributing to process improvements and automation within structured frameworks
— “Maintain and update knowledge base articles, FAQs, and troubleshooting documentation, actively contributing to process improvements and automation initiatives”

Things to consider

Willingness to work rotational shifts and provide support during weekends or holidays is expected
— “Willingness to work in rotational shifts and provide support during weekends or holidays if required”
On-call support availability is a requirement based on business needs
— “Availability for on-call support based on business needs”

How to stand out

Highlight experience with Windows OS troubleshooting and Microsoft 365 application support in your resume
— “Troubleshoot issues related to Windows operating systems, Microsoft Office applications, Outlook, Teams, OneDrive, and productivity tools”
Emphasize your ability to document and improve support processes in your interview responses
— “Maintain and update knowledge base articles, FAQs, and troubleshooting documentation”
Demonstrate familiarity with ticketing tools like ServiceNow or Jira to align with the role’s operational needs
— “Experience with ticketing tools such as ServiceNow, Jira, Remedy, or Freshservice”
Showcase your communication skills and ability to deliver excellent customer service in your application materials
— “Deliver excellent customer service by communicating effectively with stakeholders”
Include relevant certifications like ITIL Foundation or Microsoft 365 Fundamentals in your profile
— “Relevant certifications such as ITIL Foundation, Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), CompTIA A+, or CompTIA Network+ are preferred”

Pace · SteadyCollaboration · MediumAutonomy · MediumDecision Impact · TeamLevel · Senior

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

timely incident resolution
service request fulfillment
knowledge base maintenance

Typical background

it service deskhelp desktechnical support

Skills & requirements

Required

Windows AdministrationMicrosoft 365 SupportActive DirectoryAzure Active DirectoryTicketing ToolsNetworking Concepts

Preferred

Intune AdministrationExchange OnlineMulti-factor AuthenticationDevice ManagementPowershell Scripting

Stack & domain

Windows 10/11 AdministrationMicrosoft 365 SuiteActive Directory User ManagementAzure Active DirectoryVPN And Remote Access SupportTicketing ToolsBasic Networking ConceptsIntune Or Endpoint Manager AdministrationExchange Online AdministrationMulti-factor Authentication ManagementDevice Management And Asset TrackingPowershell Scripting BasicsITIL FoundationMicrosoft 365 FundamentalsAzure FundamentalsComptia A+Comptia Network+IT Service DeskHelp DeskTechnical Support

About the role

Original posting from Brillio 2 via Lever

Senior Engineer, Cloud Engineering
Job requirements:
Experience Range: With 4 to 6 years of experience in IT Service Desk, Help Desk, or Technical Support roles, including supporting enterprise end users Key Responsibilities:
Provide Level 1 technical support to end users via phone, email, chat, and ticketing tools, ensuring timely and accurate incident resolution within agreed SLA timelines
Log, categorize, prioritize, and resolve incidents, escalating unresolved issues to Level 2 or Level 3 support teams as appropriate
Fulfill service requests such as password resets, account provisioning and deprovisioning, Microsoft 365 application support, VPN access, software installations, printer support, and access management, adhering to established processes and policies
Troubleshoot issues related to Windows operating systems, Microsoft Office applications, Outlook, Teams, OneDrive, and productivity tools across laptops, desktops, mobile devices, printers, and peripherals
Assist users with remote connectivity and collaboration tools, ensuring seamless access and functionality
Maintain and update knowledge base articles, FAQs, and troubleshooting documentation, actively contributing to process improvements and automation initiatives
Deliver excellent customer service by communicating effectively with stakeholders, providing regular status updates, conducting follow-ups, and ensuring customer satisfaction
Adhere to ITIL-based Incident, Request, Problem, and Change Management processes, maintaining compliance with information security, data privacy, and accurate documentation of all support activitiesRequired Skills:
Windows 10/11 administration
Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint)
Active Directory user management
Azure Active Directory (Azure AD / Entra ID) basics
VPN and remote access support
Experience with ticketing tools such as ServiceNow, Jira, Remedy, or Freshservice
Basic networking concepts including DNS, DHCP, and TCP/IPPreferred Skills:
Intune or Endpoint Manager administration
Exchange Online administration
Multi-Factor Authentication (MFA) management
Device management and asset tracking
PowerShell scripting basicsDesired Qualifications:
Bachelor's degree in Computer Science, Information Technology, Electronics, or a closely related discipline
Relevant certifications such as ITIL Foundation, Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), CompTIA A+, or CompTIA Network+ are preferredAdditional Information: Willingness to work in rotational shifts and provide support during weekends or holidays if required. Availability for on-call support based on business needs.

Source: Brillio 2 careers (Lever)