Senior Engineer, Cloud Engineering

Brillio
Bengaluru
Workplace: OnsiteFull timeFunction: DevOps, Cloud & InfrastructureExperience: 4-6 yearsEducation: bachelorsSkills: ["Customer service","Communication","Documentation","Process improvement"]

Provide Level 1 IT support to enterprise end users through phone, email, chat, and ticketing tools, resolving incidents within SLA and escalating when needed. Manage service requests including password resets, account provisioning/deprovisioning, Microsoft 365 application support, VPN access, and software/device/printer support. Troubleshoot Windows and productivity apps (Outlook, Teams, OneDrive/SharePoint), maintain knowledge bases, follow ITIL processes, and document support work with security and privacy compliance.

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FursaFursa
Brillio
Brillio
1 day ago

Senior Engineer, Cloud Engineering

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Last checked: 13 hours agoStatus: Live

Job Summary

Provide Level 1 IT support to enterprise end users through phone, email, chat, and ticketing tools, resolving incidents within SLA and escalating when needed. Manage service requests including password resets, account provisioning/deprovisioning, Microsoft 365 application support, VPN access, and software/device/printer support. Troubleshoot Windows and productivity apps (Outlook, Teams, OneDrive/SharePoint), maintain knowledge bases, follow ITIL processes, and document support work with security and privacy compliance.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: DevOps, Cloud & Infrastructure
Seniority: Mid level

Key Responsibilities

  • •Provide Level 1 technical support to end users via phone, email, chat, and ticketing tools, resolving incidents within SLA.
  • •Log, categorize, prioritize, and resolve incidents; escalate unresolved issues to Level 2/Level 3 support teams as needed.
  • •Fulfill service requests such as password resets, account provisioning/deprovisioning, Microsoft 365 application support, VPN access, software installations, printer support, and access management.
  • •Troubleshoot Windows OS and productivity tools (Outlook, Teams, OneDrive, Microsoft Office) across laptops, desktops, mobile devices, and peripherals.
  • •Maintain and update knowledge base articles/FAQs and follow ITIL-based incident, request, problem, and change management while documenting work accurately.

Key Requirements

  • •Provide Level 1 technical support to enterprise end users via phone, email, chat, and ticketing tools while resolving incidents within SLA timelines.
  • •Log, categorize, prioritize, and resolve incidents, escalating unresolved issues to Level 2/Level 3 support teams as appropriate.
  • •Handle service requests including password resets, account provisioning/deprovisioning, Microsoft 365 application support, VPN access, and software/device/printer support.
  • •Troubleshoot Windows 10/11 issues and Microsoft productivity tools such as Outlook, Teams, OneDrive, and SharePoint across common endpoints and peripherals.
  • •Experience with ticketing tools (e.g., ServiceNow, Jira, Remedy, Freshservice) and basic networking concepts (DNS, DHCP, TCP/IP); ITIL-based processes preferred.
Experience:4-6 yearsIT service deskHelp deskTechnical supportEnterprise end-user support
Education:Bachelor's in Computer Science, Information Technology, Electronics, or a closely related discipline
Skills:Customer serviceCommunicationDocumentationProcess improvement
Certifications:ITIL FoundationMicrosoft 365 Fundamentals (MS-900)Azure Fundamentals (AZ-900)CompTIA A+CompTIA Network+
Tech Stack:Windows 10Windows 11Microsoft 365OutlookTeamsOneDriveSharePointActive DirectoryAzure Active DirectoryEntra IDVPNServiceNowJiraRemedyFreshserviceDNSDHCPTCP/IPITILIntune

Company Brief

Brillio
Provides digital transformation and IT consulting services, including cloud migration, analytics, digital engineering, and managed services to accelerate business outcomes for enterprises across industries.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Santa Clara, United States
Founded: 2014
WebsiteLinkedIn