Service Desk Engineer

LTM; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

LTM Bengaluru is seeking a customer-focused professional to join our cloud support team. You will be the first point of contact for clients, assisting with foundational inquiries and basic cloud issues related to Azure.

The role emphasizes clear communication, problem solving, and delivering strong customer service while handling rotational shifts (including nights) as required by operations.

Qualifications

• Foundational knowledge of Microsoft Azure cloud services.
• Excellent verbal and written communication to explain technical concepts.
• Experience handling customer inquiries and managing expectations.
• Ability to diagnose and troubleshoot basic technical issues.

Responsibilities

• Respond to technical support requests via email, chat, or phone with professionalism.
• Diagnose and troubleshoot basic cloud-related issues and provide timely solutions.
• Guide clients with initial Azure setup or configuration questions.
• Document issues thoroughly and escalate complex problems to engineering teams.
• Maintain high levels of client satisfaction through effective communication.

Skills

Azure Fundamentals

Communication skills

Customer handling

Troubleshooting

Tools

Azure Cloud

Job description

Experience Required:** 1 to 6 Years

Work Mode:** Rotational Shifts (Including Night Shifts & Rotational Week Offs)

Domain:** Cloud Technical Support / Customer Operations

About the Role

We are seeking a dynamic, customer-focused, and technically inclined professional to join our support team. In this role, you will act as the first point of contact for our clients, assisting them with foundational inquiries and technical issues related to cloud environments. If you excel at communication, love solving problems, and want to kickstart or grow your career in cloud computing, this is the ideal opportunity for you.

Key Responsibilities

Customer Support:** Handle incoming technical support requests and inquiries via multiple channels (email, chat, or phone) with a high degree of professionalism and empathy.

Issue Resolution:** Diagnose and troubleshoot basic technical issues, providing accurate and timely solutions to customers.

Azure Cloud Assistance:** Utilize a basic understanding of Microsoft Azure to guide clients, navigate cloud infrastructure questions, and assist with initial setup or configuration queries.

Escalation Management:** Document customer issues meticulously and **escalate** complex technical problems to advanced engineering teams when necessary.

Client Satisfaction:** Deliver exceptional customer service experiences, ensuring high satisfaction ratings and fostering positive client relationships.

Key Requirements & Qualifications**

Experience:** 1 to 6 years of professional experience in technical support, IT helpdesk, or customer-facing operations.

Cloud Knowledge:** A foundational understanding of the **Microsoft Azure** cloud platform and its core services (certifications like Azure Fundamentals are a strong plus).

Communication Skills:** **Excellent verbal and written communication skills**, with the ability to explain technical concepts clearly to diverse clients.

Customer Handling:** Proven ability to manage customer expectations, handle escalations with patience, and deliver client-first solutions.

Shift Flexibility:** Must be comfortable working in **rotational shifts (including night shifts)** and **rotational week offs** based on operational needs.