Senior Engineer, Cloud Engineering - R01570290

Brillio; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Brillio in Bengaluru invites a Senior Engineer, Cloud Engineering to deliver Level 1 technical support to enterprise end users via phone, email, chat, and ticketing tools, resolving incidents within SLA timelines.

Requires 4–6 years in IT Service Desk, knowledge of Microsoft 365, Windows, Active Directory, Azure AD, VPN, and basic networking; familiar with ITIL processes and ticketing tools like ServiceNow, Jira, Remedy, or Freshservice. Willingness for rotational shifts and on-call support.

Qualifications

• Bachelor's degree in CS/IT/Electronics or related discipline.
• ITIL Foundation, MS-900, AZ-900, CompTIA A+, or CompTIA Network+ certifications preferred.
• Willingness to work rotational shifts and provide on-call support.

Responsibilities

• Provide Level 1 technical support via phone, email, chat, and tickets.
• Log, categorize, prioritize, and resolve incidents; escalate when needed.
• Handle service requests such as password resets, provisioning, VPN access.
• Troubleshoot Windows, Office apps, Outlook/Teams, OneDrive, and peripherals.
• Assist users with remote connectivity and collaboration tools.
• Update knowledge base, FAQs, and drive process improvements.
• Communicate status updates and ensure customer satisfaction.
• Follow ITIL Incident/Request/Problem/Change processes and security rules.

Skills

Windows 10/11 administration

Microsoft 365 suite administration

Active Directory management

Azure Active Directory basics

VPN and remote access support

ServiceNow/Jira/Remedy/Freshservice

Basic networking (DNS/DHCP/TCP/IP)

PowerShell scripting basics

Education

Bachelor's degree in Computer Science/Information Technology/Electronics

Tools

ServiceNow

Jira

Remedy

Freshservice

Job description

Senior Engineer, Cloud Engineering

Job requirements

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.