The Role
Provide Level 1 technical support to enterprise end users through phone, email, chat, and ticketing systems. Resolve incidents and service requests involving Windows, Microsoft 365, accounts, VPN, devices, printers, and remote connectivity. Escalate complex issues, maintain documentation, follow ITIL processes, support security and privacy compliance, and improve support processes through automation. The role includes rotational shifts, weekend or holiday coverage, and on-call availability.
Summary Generated by Built In
Senior Engineer, Cloud Engineering
Job requirements
- 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 activities
- 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/IP
- Intune or Endpoint Manager administration
- Exchange Online administration
- Multi-Factor Authentication (MFA) management
- Device management and asset tracking
- PowerShell scripting basics
- 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 preferred
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:
Required Skills:
Preferred Skills:
Desired Qualifications:
Additional 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.
Skills Required
- 4 to 6 years of experience in IT Service Desk, Help Desk, or Technical Support roles supporting enterprise end users
- Windows 10/11 administration
- Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint
- Active Directory user management
- Basic Azure Active Directory or Entra ID knowledge
- VPN and remote access support
- Experience with ServiceNow, Jira, Remedy, or Freshservice ticketing tools
- Basic networking concepts, including DNS, DHCP, and TCP/IP
- Intune or Endpoint Manager administration
- Exchange Online administration
- Multi-Factor Authentication management
- Device management and asset tracking
- Basic PowerShell scripting
- Bachelor's degree in Computer Science, Information Technology, Electronics, or a related discipline
- ITIL Foundation, Microsoft 365 Fundamentals, Azure Fundamentals, CompTIA A+, or CompTIA Network+ certification
- Willingness to work rotational shifts and provide weekend or holiday support when required
- Availability for on-call support based on business needs
Brillio Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brillio and has not been reviewed or approved by Brillio.
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Healthcare Strength — Healthcare is considered comprehensive, including medical coverage for employees and dependents alongside life, disability, and accidental death protections. Feedback suggests these protections are a core strength of the package.
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Leave & Time Off Breadth — Time-off options include paid leave and parental leave, with flexible or ‘flexible PTO’ approaches cited in some contexts. Feedback suggests this breadth helps support work-life balance when team norms permit usage.
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Wellbeing & Lifestyle Benefits — Wellbeing offerings span counseling, financial-management sessions, fitness programs, and travel insurance, plus region-specific extras like discounted IT hardware and work-from-home essentials. Feedback suggests these add-ons enhance perceived value beyond core insurance.
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The Company
What We Do
Brillio is the leader in global digital business transformation, applying technology with a human touch. We help businesses define internal and external transformation objectives, and translate those objectives into actionable market strategies using proprietary technologies. With 2600+ experts and 13 offices worldwide, Brillio is the ideal partner for enterprises that want to quickly increase their core business productivity, and achieve a competitive edge, with the latest digital solutions.
