Sonata Software - Technical Support Engineer - Incident Management

Description:

L3 Technical Support Specialist.

Location: New Delhi.

Experience: 8+ years.

Shifts: Rotational Shifts.

We are looking for L3 Technical Support Specialists with experience in Windows, macOS, iOS/Android, Intune, and JAMF.

Responsibilities:

- Handle L3 escalations and troubleshoot complex OS and application issues.

- Perform root cause analysis (RCA) for recurring incidents and propose solutions.

- Maintain accurate documentation of issues, resolutions, and processes.

- Manage enterprise devices via Intune and JAMF Pro.

- Support Microsoft 365 apps, Teams, Outlook, and other business-critical tools.

Requirements:

- Strong knowledge of Windows 10/11, Azure AD, Autopilot, and enterprise MDM.

- Experience with VPN, proxy, and certificate-based authentication.

- Analytical mindset, excellent communication, and problem-solving skills.