Technical Support Engineer

Tech Profuse; Hyderabad; On-site; INR 420,000 - 660,000; Full time

Job summary

Tech Profuse in Hyderabad is seeking a Technical Support Engineer with hands-on experience in Microsoft 365 to provide technical support to customers and resolve cloud, email, and application-related issues within defined SLAs.

The ideal candidate has 1–4 years of experience in Technical Support / Service Desk / Microsoft 365 Support, strong troubleshooting skills for Exchange Online, Outlook, Teams, SharePoint and OneDrive, and a willingness to work in rotational shifts including nights and

Qualifications

• 1-4 years of experience in Technical Support / Service Desk / Microsoft 365 Support.
• Proficient in Microsoft 365 administration and troubleshooting.
• Hands-on knowledge of Exchange Online and Outlook.
• Experience with Teams, SharePoint and OneDrive.
• Understanding of DNS, SMTP, Active Directory / Microsoft Entra ID and MFA.
• Basic networking and Windows troubleshooting skills.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Willingness to work in rotational shifts (247 support).

Responsibilities

• Provide L1/L2 technical support for Microsoft 365 customers.
• Troubleshoot Exchange Online, Outlook, Teams, SharePoint, OneDrive and Microsoft 365 apps.
• Resolve issues related to mail flow, DNS, user accounts, MFA, permissions and licensing.
• Support Microsoft 365 setup, configuration, migration and onboarding activities.
• Diagnose issues, identify root causes and provide timely resolutions.
• Manage support tickets via email, chat and phone while meeting SLA requirements.
• Document troubleshooting steps and resolutions accurately.
• Escalate complex issues to senior engineers or Microsoft support when required.
• Maintain strong customer communication and ownership throughout the resolution process.

Skills

Microsoft 365 Support

Exchange Online

Outlook troubleshooting

Teams

SharePoint

OneDrive

DNS / SMTP / AD / MFA

Windows troubleshooting

Communication skills

Rotational shifts

Tools

PowerShell

Job description

Job Summary

We are looking for a Technical Support Engineer with hands-on experience in Microsoft 365 / Office 365 to provide technical support to customers and resolve cloud, email, and application-related issues within defined SLAs.

Key Responsibilities

• Provide L1/L2 technical support for Microsoft 365 customers.
• Troubleshoot Exchange Online, Outlook, Teams, SharePoint, OneDrive and Microsoft 365 applications.
• Resolve issues related to mail flow, DNS, user accounts, MFA, permissions and licensing.
• Support Microsoft 365 setup, configuration, migration and onboarding activities.
• Diagnose issues, identify root causes and provide timely resolutions.
• Manage support tickets via email, chat and phone while meeting SLA requirements.
• Document troubleshooting steps and resolutions accurately.
• Escalate complex issues to senior engineers or Microsoft support when required.
• Maintain strong customer communication and ownership throughout the resolution process.

Preferred candidate profile

• 1-4 years of experience in Technical Support / Service Desk / Microsoft 365 Support.
• Good knowledge of Microsoft 365 administration and troubleshooting.
• Hands-on knowledge of Exchange Online and Outlook.
• Working knowledge of Teams, SharePoint and OneDrive.
• Understanding of DNS, SMTP, Active Directory / Microsoft Entra ID and MFA.
• Basic knowledge of networking and Windows troubleshooting.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Willingness to work in rotational shifts (247 Support), including nights/weekends.

Advantageous Skills

• Microsoft certifications such as MS-900, AZ-900, SC-900 or MS-102.
• Knowledge of PowerShell and Microsoft 365 migrations.
• Experience supporting international customers.

Ideal Candidate

A customer-focused technical professional with strong Microsoft 365 troubleshooting skills, good communication, and the ability to resolve issues efficiently while maintaining SLA and customer satisfaction.