Technical Support Executive

Job Description: Technical Support Associate (UEM & Cloud)

We are looking for a tech-savvy, client-facing Technical Support Associate to join our team in Rajarhat, Kolkata. This role is designed for a professional with a solid foundation in IT infrastructure who is ready to specialize in Unified Endpoint Management (UEM), ITSM, and Microsoft Cloud ecosystems.

You will be responsible for ensuring technical excellence in our internal operations and assisting the sales team by demonstrating high-value technical solutions to prospective clients.

• Role OverviewPosition: Technical Support Associate (Support & Pre-Sales)
• Experience: 1+ Years
• CTC: INR 2.8L – 3.8L per annum
• Location: Rajarhat, Kolkata (On-site)
• Domain: IT Infrastructure, Cloud Identity, and Managed Services

Key Responsibilities

1. Endpoint Management & RMM (ManageEngine)

• Administer ManageEngine Endpoint Central to automate patch management, software distribution, and OS imaging.
• Manage and monitor remote endpoints (Workstations, Servers, and Mobile Devices) to ensure 99% security compliance.
• Troubleshoot remote connectivity issues and performance bottlenecks using RMM tools.

2. Cloud Identity & M365 Administration

• Manage user lifecycles (Onboarding/Offboarding) via Microsoft Entra ID (Azure AD).
• Configure and troubleshoot Microsoft 365 services, including Exchange Online, Teams, and OneDrive.
• Enforce security protocols such as Multi-Factor Authentication (MFA) and Conditional Access policies.

3. ITSM & Service Delivery

• Manage the incident lifecycle using ManageEngine Service Desk Plus.
• Maintain an accurate CMDB (Configuration Management Database) by tracking IT assets and their relationships.
• Ensure all support requests are resolved within defined SLA timelines.

4. Technical Pre-Sales Assistance

• Support the sales team by conducting Technical Demos of ManageEngine and Microsoft 365 solutions.
• Help set up Proof of Concept (PoC) environments for clients.
• Assist in creating technical proposals and architecture diagrams for small to medium-scale deployments.

Required Technical Skillset

• Patch Management, Asset Tracking, Remote Troubleshooting.
• Azure Identity Management, M365 Admin Center, Outlook/Exchange troubleshooting.
• Experience with Service Desk Plus or similar (Zendesk, Freshservice, Jira).
• Windows Server (2019/2022), Basic Networking (DNS/DHCP/VPN), Virtualization (Hyper-V/VMware).

Candidate Profile

• Education: Any Graduate (B.E./B.Tech, BCA, preferred).
• Experience: Minimum 1 year in a Technical Support or System Admin role.
• Communication: Excellent verbal and written English (mandatory for client interaction).
• Certifications (Bonus): AZ-900 (Azure Fundamentals), MS-900 (M365 Fundamentals), or any ManageEngine product certification.

What We Offer

• Direct exposure to enterprise-grade IT Management tools.
• A hybrid role that develops both deep technical skills and business communication.
• Career progression toward Cloud Architect or Pre-Sales Consultant roles.