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Common mid-level helpdesk role in metro with broad skillset and 3+ years experience.
M365, Intune, Okta and hardware/support skills are widely transferable across industries.
Explicit 3+ years and mandatory Intune/Okta/ServiceNow and endpoint skills increase screening strictness.
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Provide Tier 1.5 advanced end user computing support including troubleshooting desktops, laptops, mobile devices, Microsoft 365 services, and endpoint management tools like Microsoft Intune.
Operate within a rotational night shift model from the Pune office, handling inbound calls, chat, and remote support to ensure timely incident resolution and SLA compliance.
Maintain documentation, contribute to knowledge bases, and collaborate with Tier 2/3 teams and cross-functional IT groups for issue escalation and resolution.
Graduate degree or equivalent qualification.
Minimum 3 years of experience in Helpdesk, Service Desk, IT Support, or similar enterprise support roles.
Hands-on expertise with Windows 10/11, macOS, Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams), Microsoft Intune, OKTA, Microsoft Entra ID, and remote support tools like BeyondTrust or TeamViewer.
Willingness and ability to work office-based night shift rotations at Pune location.
Experienced in handling high-volume inbound support tickets and advanced troubleshooting beyond Tier 1 level within enterprise IT environments.
Familiar with ITIL practices and ITSM tools (e.g., ServiceNow) for incident, request, and problem management.
Comfortable collaborating across global and cross-functional IT teams and contributing to process improvements and operational discipline.