Microsoft Office Specialist - Female

Nexora Solutions · India

Microsoft 365 & Endpoint Support Technician - Female

(For Ahmedabad Residents only- Reloacation not allowed )

CTC 25000-30000 Per month

ROLE OVERVIEW

We are looking for a technically strong and customer-focused Microsoft 365 & Endpoint Support Technician to join our remote IT support team.

The role involves remotely supporting and managing client environments across Microsoft 365, endpoint devices, Mobile Device Management (MDM), and Endpoint Detection & Response (EDR) platforms.

The ideal candidate should be comfortable troubleshooting issues remotely, monitoring endpoint environments, responding to alerts, resolving user issues, and escalating complex incidents when required.

KEY RESPONSIBILITIESRemote IT Support

• Provide remote technical support to clients and end users.
• Troubleshoot Microsoft 365, Windows, application, device, and connectivity-related issues.
• Diagnose and resolve user issues remotely using appropriate support tools.
• Log, update, document, and close support tickets accurately.
• Maintain clear communication with users throughout the resolution process.
• Escalate complex or critical issues to senior engineers when required.
• Follow agreed response and resolution times for support requests.

Microsoft 365 Support

• Provide day-to-day remote support for Microsoft 365 users and applications.
• Troubleshoot issues with Outlook, Teams, OneDrive, SharePoint, and other Microsoft 365 applications.
• Assist users with login, password, MFA, authentication, and access-related issues.
• Troubleshoot email, mailbox, calendar, synchronization, and application issues.
• Assist with Microsoft 365 user onboarding and offboarding activities.
• Monitor and respond to Microsoft 365-related alerts and service issues.
• Assist with Microsoft 365 license and application access requests.

MDM & Endpoint Management

• Remotely manage and support laptops, desktops, and mobile devices through MDM platforms.
• Monitor device enrollment, compliance, configuration, and policy status.
• Troubleshoot device enrollment, application deployment, configuration, and compliance issues.
• Assist with Windows device setup, configuration, updates, and replacements.
• Monitor endpoint health and identify devices requiring attention.
• Deploy or assist with approved applications, configurations, and policies.
• Support remote troubleshooting and remediation of endpoint issues.

EDR & Endpoint Security

• Monitor EDR platforms for endpoint alerts, threats, and security events.
• Investigate basic security alerts and perform initial troubleshooting.
• Identify suspicious activity, malware detections, and unusual endpoint behaviour.
• Perform approved remediation actions in accordance with established procedures.
• Escalate high-risk or complex security incidents to senior engineers.
• Monitor endpoint protection status and identify devices that are not protected or compliant.
• Assist with antivirus, endpoint protection, patching, and security policy enforcement.
• Maintain accurate documentation of security incidents and actions taken.

Monitoring & Managed Services

• Monitor client IT environments remotely using available monitoring and management tools.
• Proactively identify issues before they impact users wherever possible.
• Review system, device, Microsoft 365, MDM, and EDR alerts.
• Perform basic investigation and remediation of alerts according to standard procedures.
• Maintain accurate records of incidents, alerts, and actions taken.
• Follow established escalation procedures for recurring or critical issues.

Documentation & Service Desk

• Maintain accurate service desk tickets and technical records.
• Document troubleshooting steps, resolutions, and recurring issues.
• Create and update internal knowledge-base articles and troubleshooting guides.
• Follow standard operating procedures and escalation processes.
• Maintain professional communication with clients and internal team members.