Role: Technology Support Engineer I, Systems and Technology
Experience: 2 – 4 Years
Skills: Cloud Infrastructure, Microsoft Azure, Intune, MS 365, Desktop Support, Networking concepts.
Location: Trivandrum
Role mandate
As a Technology Support Engineer within the Technology Group, you will learn, grow, and contribute as
part of 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 as well as
on-premises infrastructure for the organization. This role is 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 End Point 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 organization to meet new and
ever-changing business goals and requirements.
• Proactive issue remediation and service mindset to maintain excellent end user experience
Requirements
Must-have:
• Degree in Computer Science, Engineering or equivalent
• 2-4 years of proven working experience in the field of IT administration
• This is a 100% in-office role. The selected candidate must work from the office every business
day. Remote or hybrid work arrangements are not available for this role.
• Sound knowledge in cloud concepts and working experience in at least one cloud platform,
preferably Microsoft Azure
• Experience in administering Microsoft 365 suite of applications
• Solid experience with Infrastructure components (Compute, Storage, Networking,
virtualization)
• Familiarity with Atlassian Jira and Confluence
• Excellent troubleshooting skills with experience in issue triaging and resolution as per ITSM
standards
• Must demonstrate excellent written and verbal communication abilities, with the confidence
to engage clearly across all levels of the organization
• Strong collaboration skills are essential. This role will involve working closely with our global
team, particularly with senior leaders across various functions.
• Ability to build trusted relationships and manage diverse stakeholder expectations
• A genuine passion for technology
• A love for helping people and solving problems
• An instinct to communicate and collaborate with others
• A desire to work hard, learn, and grow
• Ability to multi-task with strong attention to detail and follow-up skills
• Strong work ethic and flexible to take on varied responsibilities
• Proactive Mindset for Continuous Improvement
• Relevant certifications in Microsoft 365 technologies
o AZ-900: Microsoft Azure Fundamentals
o MS-900: Microsoft 365 Fundamentals
Nice-to-have:
• Experience working with large enterprise IT environment
• Mindset oriented toward automation - eager to explore tools, scripts, or techniques that can
increase efficiency in everyday IT support tasks
• Certifications :
o SC-900: Microsoft Security, Compliance, and Identity Fundamentals
o MD-102 - Endpoint Administrator
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