Help Desk EngineerLocation: Hyderabad, IndiaWork Hours: Must be able to work US business hours (evening/night shift IST)About the RoleAs a Help Desk Engineer, you will be responsible for actively solving end-user technology problems, not just logging or escalating tickets. You will serve as the first point of contact and are expected to troubleshoot, diagnose, and resolve most issues independently before escalation is required.This role is ideal for someone who enjoys hands-on problem solving, takes ownership of issues from start to finish, and wants to build strong technical depth in the Microsoft ecosystem while supporting US-based users.Important: This role requires working US business hours on a regular basis.What You Will Do- Act as the primary support contact for end users and own issues through resolution- Troubleshoot, diagnose, and resolve common L1/L2 issues across the Microsoft ecosystem- Perform root-cause analysis and apply fixes whenever possible before escalating- Clearly explain solutions to non-technical users- Document resolutions and troubleshooting steps in the ticketing system- Work within SLAs while managing multiple tickets- Escalate only when issues are outside scope or require higher-level accessRequired Experience and Technical Skills- Hands-on experience resolving end-user issues, not just routing or escalating tickets- Proven ability to troubleshoot and fix common Microsoft 365, Windows, and identity issues independently- Experience supporting Windows OS, Microsoft 365, and Entra ID (Azure AD)- Basic experience with Intune and endpoint troubleshooting- Experience working in a ticketing system with clear ownership- Ability to decide when to solve vs when to escalateProfessional Skills- Strong spoken and written English communication skills- Analytical and problem-solving mindset- Customer-focused and patient approach- Comfortable working independently and with global teams- Willingness to work US time zonesQualifications- Bachelor's degree or equivalent practical experience- Prior experience in IT support or help desk roles where issue resolution was a core responsibilityWhy Join Quisitive- Work with a global Microsoft partner- Hands-on exposure to enterprise Microsoft technologies- Opportunities for certification and career growth- Supportive team culture with clear expectationsCreate a Job AlertInterested in building your career at Quisitive India? Get future opportunities sent straight to your email. Create alert