Support Engineer

Solera Holdings, LLC.; Hyderabad; On-site; INR 550,000 - 1,100,000; Full time

Job summary

Solera Holdings, LLC. is hiring an IT Remote Services Specialist to act as a second‑level escalation point for complex incidents and service requests. You will manage identity, access, and endpoint management, while supporting Microsoft 365 services and collaboration tools.

A proactive, customer‑centric problem solver will thrive in our global IT team. You will work closely with Service Desk, Infrastructure, Security, and other teams to ensure smooth end‑user experiences and adherence to SLAs,

Qualifications

• Minimum 3–5 years in IT Support, Service Desk or Desktop/Remote Support.
• Proven ability to troubleshoot complex multi‑platform environments.
• Experience administering AD, Azure Entra and M365.
• Strong problem solving, documentation, and customer service skills.
• Certifications such as CompTIA A+ or ITIL are a plus.

Responsibilities

• Provide advanced second‑level IT support for incidents escalated from the Service Desk.
• Troubleshoot hardware, software, OS, networking, and collaboration issues.
• Perform root-cause analysis and implement durable fixes.
• Manage user access, provisioning, and deprovisioning per policy.
• Support Microsoft 365 apps, Exchange Online, and Teams.
• Create and maintain technical docs and knowledge base articles.
• Mentor Service Desk staff and drive process improvements.

Skills

Windows 10/11

macOS

Active Directory

Azure Entra ID

Microsoft 365 Administration

Exchange Online

Microsoft Teams

Microsoft Intune

Identity & access controls

Endpoint management

ITIL processes

ITSM platforms (Jira Service Mgmt, SN)

Education

Tools

Jira Service Management

ServiceNow

Microsoft 365 Admin tools

Job description

Who We Are:

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.

Who We Are:

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.

The Role

We are seeking a highly skilled and customer-focused IT Remote Services Specialist to join our Global IT Business Services team. This role serves as the primary escalation point for incidents and service requests requiring advanced technical troubleshooting, account administration, and endpoint management support. The successful candidate will provide second-level support for a wide range of hardware, software, identity, collaboration, and endpoint management technologies. Working closely with the Service Desk, Infrastructure, Security, and other Global IT teams, the Remote Services Specialist is responsible for resolving complex technical issues, managing user access and device lifecycles, maintaining technology compliance, and ensuring a seamless end-user experience. This position requires strong technical expertise, excellent problem-solving skills, and the ability to manage competing priorities in a fast‑paced global environment. The ideal candidate is proactive, detail‑oriented, and committed to continuous improvement, operational excellence, and exceptional customer service.

What You’ll Do

Core Responsibilities

Technical Support & Escalation Management

• Provide advanced second‑level support for incidents and service requests escalated from the Global IT Service Desk.
• Troubleshoot and resolve complex hardware, software, operating system, networking, and collaboration platform issues.
• Perform root cause analysis and implement solutions to prevent recurring issues.
• Ensure support requests are handled efficiently while meeting established service level agreements (SLAs).
• Collaborate with infrastructure, security, and application support teams to resolve cross‑functional technical issues.

Identity & Access Management

• Administer user accounts and access requests in accordance with company security policies and compliance requirements.
• Manage account provisioning, modifications, and deprovisioning processes for employees, contractors, and third‑party users.
• Support Active Directory and Azure Entra identity management activities, including group memberships, permissions, and access reviews.
• Assist with access‑related audits and compliance activities.

Microsoft 365 & Collaboration Support

• Provide administration and support for Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint.
• Troubleshoot email, conferencing, collaboration, and communication platform issues.
• Support conference room technologies and collaboration devices.

Continuous Improvement & Documentation

• Create, maintain, and improve technical documentation, procedures, and knowledge base articles.
• Identify opportunities to automate repetitive tasks and improve service delivery processes.
• Mentor and provide technical guidance to Service Desk Specialists.
• Contribute to operational excellence initiatives across the IT Business Services organization.

What You’ll Bring

Technical Skills

• Advanced knowledge of:
• Windows 10/11
• macOS
• Active Directory
• Azure Entra ID
• Microsoft 365 Administration
• Exchange Online
• Microsoft Teams
• Microsoft Intune
• Experience managing identity and access controls within enterprise environments.
• Strong understanding of endpoint management, device provisioning, and software deployment practices.
• Familiarity with ITIL incident and request processes.
• Experience working within ITSM platforms such as Jira Service Management, ServiceNow, or similar solutions.

Experience & Qualifications

• Minimum 3 (to 5) years of experience in IT Support, Service Desk, Desktop Support, or Remote Support roles, preferably within a global organization.
• Proven experience providing advanced technical support in a multi‑platform environment.
• Experience administering Active Directory, Azure Entra, and Microsoft 365 environments.
• Demonstrated ability to troubleshoot complex technical issues and drive them to resolution.
• Strong analytical, organizational, and problem‑solving skills.
• Excellent customer service, communication, and interpersonal skills.
• Strong documentation and knowledge‑sharing capabilities.
• Ability to work independently and collaboratively within a global support organization.
• Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft 365 Fundamentals, or equivalent certifications are preferred.