Engineer-Cloud & Infra Engineering

Area(s) of responsibility • Excellent verbal and written communication skills. • Strong customer service orientation with the ability to handle user queries professionally. • Strong understanding of computer hardware, software, and networking principles to troubleshoot technical issues effectively. • Extensive knowledge of Microsoft Intune or proficiency in other mobile device management technologies. • Expertise in providing remote support for mobile devices. • Respond to IT support requests via phone, chat, and email. • Download, install, and configure software based on user requirements. • Ensure proper use of applications, networks, and IT equipment. • Test and update existing software as required. • Escalate complex or advanced IT support cases to the appropriate teams. • Maintain IT documentation, including network, asset, and user details. • Document all actions taken, troubleshooting steps, and resolutions accurately in the ticketing system. • Support hardware troubleshooting, including coordination for replacement of equipment and peripherals such as computers, terminals, network devices, and server-related components. • Ensure optimal performance of computer networks and related systems. • Ability to work flexible shifts and adapt to changing work schedules. • Prior experience working in a Support Center or Service Desk environment. • Analyze issues and identify appropriate software or hardware solutions. • Understanding of ITIL concepts; ITIL Foundation certification preferred. • Good understanding of Microsoft applications, Microsoft 365, and Active Directory. • Ability to work independently with minimal supervision.