Windows Tier-3 Technical Support Engineer

Location : Bangalore (Customer Site, 24x7 Rotational Shift)

Experience : 58 Years

Notice Period : Immediate

Role Overview

We are seeking an experienced Windows Tier-3 Technical Support Engineer to provide advanced technical support for Windows environments, O365/M365 applications, and enterprise systems. The role involves troubleshooting complex issues, ensuring smooth operations, and working closely with L2 teams, vendors, and internal IT teams.

Key Responsibilities

- Take ownership of escalated customer issues from L2 support and drive them to resolution.

- Research, diagnose, troubleshoot, and resolve complex Windows system and application issues.

- Provide structured escalation management with internal teams and vendors when required.

- Install, deploy, and configure Windows OS and enterprise applications.

- Maintain and optimize systems within the domain network.

- Work with ITIL-based processes using ServiceNow for incident management.

- Perform advanced recovery and repair tasks using CMD, recovery mode, and system tools.

- Manage device enrollment, reimaging, and configuration of work profiles.

- Handle Azure AD groups, device encryption (BitLocker), backup solutions (CrashPlan), and O365/M365 applications.

- Troubleshoot OneDrive, SharePoint, and group policy-related issues.

- Configure and maintain RDP, wired/wireless authentication, antivirus, and Microsoft Office suite troubleshooting.

Required Skills & Experience :

- 5+ years of Tier-3 technical support experience in Windows OS, O365, and M365 apps.

- Expertise in Windows recovery, reimaging, CMD diagnostics, and registry troubleshooting.

- Hands-on experience with Azure AD, BitLocker, device enrollment, and backup solutions.

- Strong knowledge of Group Policies, RDP, authentication protocols, and antivirus enterprise solutions.

- Excellent troubleshooting skills with Windows applications, OneDrive, SharePoint, and Microsoft Office suite.

- Familiarity with ITIL processes and incident management using ServiceNow.

- Strong communication, analytical, and problem-solving abilities.