Senior Engineer, Cloud Engineering - R01570290

Brillio 2; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Brillio is seeking a Senior Engineer in Cloud Engineering to provide Level 1 support for end users and manage incidents with SLA adherence. Responsibilities include ticketing, password resets, and access provisioning across Windows, M365, and VPN.

The role requires experience with ITIL processes, ServiceNow/Jira/Remedy, and strong collaboration with IT teams. Weekend/on-call shifts may be required.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Electronics or related discipline.
• ITIL Foundation or MS-900/AZ-900/CompTIA certs are nice-to-have.
• Experience with Windows and Microsoft 365 apps in enterprise environments.
• Proficiency with Active Directory and Azure AD basics.
• Experience with VPN, remote access, and device management."

Responsibilities

• Provide Level 1 technical support via multiple channels with timely incident resolution.
• Log, categorize, prioritize, and resolve incidents; escalate to Level 2/3 when needed.
• Manage service requests: password resets, account provisioning, M365 support, VPN access, installations.
• Troubleshoot Windows OS, Office 365 apps, Outlook, Teams, OneDrive, SharePoint.
• Assist users with remote connectivity and collaboration tools.

Skills

Windows 10/11 admin

Microsoft 365 suite

Active Directory

Azure AD basics

VPN & remote access

Ticketing tools

DNS/DHCP/TCPIP

Education

Bachelor's degree in CS/IT/Electronics

Tools

ServiceNow

Jira

Remedy

Freshservice

Job description

Senior Engineer, Cloud Engineering

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

• 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

Required Skills

• 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

Preferred Skills

• Intune or Endpoint Manager administration
• Exchange Online administration
• Multi-Factor Authentication (MFA) management
• Device management and asset tracking
• PowerShell scripting basics

Desired Qualifications

• 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

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.