Senior Engineer, Digital Workplaces - R01570290

Brillio; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Brillio is seeking a Senior Engineer, Cloud Engineering to provide Level 1 support for enterprise end users in Bengaluru. The role emphasizes incident management, onboarding/offboarding, and remote connectivity support across Windows and Microsoft 365 environments.

You will follow ITIL-based processes and contribute to knowledge base updates while ensuring high customer satisfaction and timely resolutions.

Qualifications

• 4 to 6 years in IT Service Desk or similar roles.
• Experience supporting enterprise end users.

Responsibilities

• Provide Level 1 support via phone, email, chat, and ticketing tools.
• Log, categorize, prioritize, and resolve incidents; escalate if needed.
• Handle password resets, provisioning/deprovisioning, M365 support, VPN access.
• Troubleshoot Windows, Office, Outlook, Teams, OneDrive, and productivity apps.
• Assist with remote connectivity and collaboration tools.
• Update knowledge base and contribute to improvements.
• Deliver customer service with status updates and follow-ups.
• Adhere to ITIL processes and maintain documentation.

Skills

Windows administration

Microsoft 365

Active Directory user management

Azure Active Directory basics

VPN support

ITIL processes

Customer service

Education

Bachelor's degree in Computer Science/IT/Electronics

ITIL Foundation / MS-900 / AZ-900 / CompTIA A+ or Network+ certifications preferred

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.