What is the opportunity?  

As a Technology Support Engineer within Technology Group, you will learn, grow, and contribute as part of a highly competent global team, supporting a leading-edge mixed cloud and on-premises environment. This role is accountable for maintaining the cloud applications and platforms as well as on-premises infrastructure for the organization. This role is responsible for identifying and resolving any issues in the domain delivering an excellent end-user experience. This role will be based in India Trivandrum , but will be working during PST hours (Pacific Time) to support Global operations. Reports to This role reports to the Manager, Systems and Technology.

What will you do? 

•  Perform implementation, administration and support responsibilities for cloud applications, platforms and systems including, but not limited to the below : 
• Microsoft 365 o Microsoft Azure cloud / Microsoft End Point management / Intune / Windows and Linux technology stack / Active Directory o Atlassian products – Jira, Confluence o Network Administration (routers, firewalls, switches) / Security Patching & Vulnerability management / Backups and Restores / Maintain security, backup, and redundancy strategies o Provisioning of end users devices o Software distribution / Upgrades, repairs, and preventive maintenance on IT equipments / System security 
• Provide Help Desk support, including:  Provide support to end users experiencing hardware, software, and networking issues on-site or via remote-access systems. / Incident response and service request management / Research, diagnose, troubleshoot and identify solutions to resolve system issues / Collaborate well with stakeholders across the globe and within the team to ensure time-bound resolution of issues and service requests / Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams / Ensure proper recording, documentation, and closure of support tickets as per IT Service Management standards, adhering to SLA’s.
• Adhere to established Change Management process standards 
• Participate in Team Meetings, Project Sprints, and other collaborations. • Work on complex technical projects in an Agile environment.
• End user training for employees
•  Prepare user documentation, procedures, and relevant training materials.
•  Assist in statistical data capture of key metrics for IT reporting
• Research and report on new technologies that would help the organization to meet new and ever-changing business goals and requirements.
• Proactive issue remediation and service mindset to maintain excellent end user experience

What do I need to succeed?

• Degree in Computer Science, Engineering or equivalent
• 2-4 years of proven working experience in the field of IT administration
•  Must be willing to work during PST (Pacific Time) hours to provide overlapping time zone support
• Sound knowledge in cloud concepts and working experience in at least one cloud platform, preferably Microsoft Azure
•  Experience in administering Microsoft 365 suite of applications
•  Solid experience with Infrastructure components (Compute, Storage, Networking, virtualization)
•  Familiarity with Atlassian Jira and Confluence
•  Excellent troubleshooting skills with experience in issue triaging and resolution as per ITSM standards
•  Good interpersonal skills with excellent written and verbal communication skills
•  A genuine passion for technology
• A love for helping people and solving problems
•  An instinct to communicate and collaborate with others
•  A desire to work hard, learn, and grow
•  Ability to multi-task with strong attention to detail and follow-up skills
• Strong work ethic and flexible to take on varied responsibilities
•  Relevant certifications in Microsoft 365 technologies, Microsoft Azure and Cloud Security Nice-to-have
•  Experience working with large enterprise IT environment
•  Experience with automation software
•  Experience with IaC (Infrastructure as Code) deployment
•  Experience with Containers (Docker / Kubernetes)
• Scripting skills
• Advanced knowledge on information security
•  Certifications : AZ-900: Microsoft Azure Fundamentals / MS-900: Microsoft 365 Fundamentals / MD-102 - Endpoint Administrator / SC-200: Microsoft Security Operations Analys