As a Technology Support Engineer within Technology Group, you will learn, grow, and contribute to a highly competent global team, supporting a leading-edge mixed cloud and on-premises environment. This role is accountable for maintaining the cloud applications and platforms and the organisation's on-premises infrastructure. It is also responsible for identifying and resolving any issues in the domain, delivering an excellent end-user experience.
This role will be based in the Zafin Trivandrum office, supporting Global IT operations.
Reports to: This role reports to the Manager, Systems and Technology.
Primary Responsibilities
• Perform implementation, administration and support responsibilities for cloud applications, platforms and systems, including, but not limited to the below :
o Microsoft 365
o Microsoft Azure cloud
o Microsoft Defender
o Microsoft Endpoint management / Intune
o Windows, MacOS and Linux technology stack o Azure Entra ID
o Atlassian products – Jira, Confluence
o Network Administration (routers, firewalls, switches)
o Security Patching & Vulnerability management
o Maintain security, backup, and redundancy strategies
o Provisioning of end-user devices
o Software distribution o Upgrades, repairs, and preventive maintenance on IT equipment
o System security
• Provide Help Desk support, including:
o Provide support to end users experiencing hardware, software, and network issues on-site or via remote-access systems
o Incident response and service request management
o Research, diagnose, troubleshoot and identify solutions to resolve issues
o Collaborate well with stakeholders across the globe and within the team to ensure time-bound resolution of issues and service requests
o Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
o Ensure proper recording, documentation, and closure of support tickets as per IT Service Management standards, adhering to SLA’s
• Adhere to established Change Management process standards
• Participate in Team Meetings, Project Sprints, and other collaborations
• Work on technical projects in an Agile environment.
• End-user training for employees
• Prepare user documentation, procedures, and relevant training materials
• Assist in statistical data capture of key metrics for IT reporting
• Research and report on new technologies that would help the organisation to meet new and ever-changing business goals and requirements.
• Proactive issue remediation and service mindset to maintain excellent end-user experience