Senior Technology Support Analyst

Sunday 22 March 2026 Hybrid Working To act as a role model and motivate within their team, using acquired knowledge and skills to develop & manage technical solutions allocating resources to tasks, balancing priorities and ensuring adherence to standards and cost constraints. To ensure the operation of technical solutions that support the business through the execution of tasks against predefined schedules. To support the day to day management of the team and also support Management in delivering the overall service, ensuring departmental SLAs and KPIs are met. To act as a point of technical expertise relating to the team function. May perform team management tasks including, but not limited to, resource management, liaison with Business Service Managers, 1:1s, Your Best Check Ins, coaching and risk management in line with group strategy & values.

• Deliver L1–L2 support for Windows 10/11 devices.
• Troubleshoot OS issues: boot failures, BSODs, driver errors, performance problems, profile corruption, Group Policy impacts, app crashes.
• Resolve hardware faults, system freezes, peripheral failures, and connectivity problems.
• Configure and maintain Windows laptops/desktops, monitors, docks, printers, and workplace hardware.
• Support meeting room AV equipment and accessories.

• Set up new laptops for users, including signing in, creating profiles, and helping them get access to email and apps.
• Enroll devices in Intune/MEM so they are managed and secure.
• Install required apps and make sure the device is updated and ready for use.

• Perform OS patching, feature updates, driver/firmware updates, and configuration changes via MEM.
• Deploy and troubleshoot Microsoft 365 apps (Outlook, Teams, Excel, Word, PowerPoint) including auth and profile issues.
• Support remote users (WiFi, VPN, proxy/auth, remote connectivity) and manage BitLocker, certificates, MFA (Authenticator).

• Collaborate with L2/L3/engineering teams for deep‑dive analysis and escalations.
• Maintain accurate incident notes and asset records in ServiceNow; create KB/SOP documentation.

• Provide friendly, timely support via walk‑ups, calls, email, and chat.
• Own issues end‑to‑end, communicate clearly, and manage priority incidents with urgency.

• Expert troubleshooting on Windows 10/11 (OS internals, registry, services, WU, drivers).
• Hands‑on with Azure AD, Intune/MEM (compliance, configuration profiles, app deployment).
• Deep knowledge of Microsoft 365 apps and authentication troubleshooting.
• Networking fundamentals: DNS, TCP/IP, DHCP, VPN, WiFi, proxy settings.
• Enterprise printing (drivers/queues), MDM/MAM policies, Microsoft Authenticator.

• Excellent communication and stakeholder handling.
• Analytical, methodical troubleshooting; calm under pressure.
• Multitasking, prioritisation, and high‑quality documentation.

• MD‑100, MD‑102, AZ‑900, MS‑900 (preferred).
• ITIL Foundation (nice to have).

• Bachelor’s degree in IT, Computer Science, or equivalent.
• 8–10 years of hands‑on Windows desktop support experience.

• Onsite at Hyderabad LTC office – 5 days a week.
• Shift coverage between 08:00 to 20:00 IST.