Senior Help Desk Engineer

Quisitive

Hyderabad, Telangana
Permanent
Full-time

2 days ago

Senior Help Desk Engineer (Hyderabad - US Shift)Global IT & Innovation | QuisitiveQuisitive is a Microsoft-focused digital transformation company that empowers organizations through cloud, data, AI, and modern workplace solutions. Our Global IT & Innovation team supports internal teams across Sales, Delivery, Finance, and Operations, ensuring they have reliable, secure, and modern technology to do their best work.We are hiring a Senior Help Desk Engineer in Hyderabad who can deliver high-quality, customer-focused technical support to global employees-primarily those based in the United States.About the RoleThis is a senior technical support position for someone who enjoys solving complex issues, providing excellent end-user experiences, and working in a fast-paced environment. You will support users through Microsoft Teams calls, chat, email, and a ticketing system while working US business hours.What You Will DoOwn technical issues end-to-end, from first user contact through resolution, ensuring users can return to work as quickly as possibleActively troubleshoot and diagnose problems before escalating-using logs, error messages, testing, and root-cause analysis * Provide timely, professional support through Microsoft Teams, email, and ticketing platformsResolve the majority of issues independently across:

Laptops, desktops, and mobile devices
Windows and macOS environments
Basic networking (DNS, DHCP, VPN, Wi-Fi)
Support and administer Microsoft 365, including:

Office apps
Entra ID (Azure AD)
Intune / Mobile Device Management (MDM)
Handle onboarding and offboarding tasks:

Account setup and removal
Device configuration
Access management
Document incidents, root causes, and resolutions in the ticketing system

Escalate only when necessary, providing Tier 2 or specialized teams with clear reproduction steps, impact assessment, and documented troubleshooting already performed * Maintain IT asset inventory and licensing records

Guide users on IT tools, security best practices, and company policies
Collaborate with global IT teams while working US shift hours

This role is ideal for someone who prefers solving problems themselves and uses escalation as a last resort-not a default response.What You Should Bring

Bachelor's degree in Technology, Computer Applications, Science, or equivalent experience
5+ years of hands-on IT Help Desk or End-User Support experience
Strong working knowledge of:

Windows and macOS
Microsoft 365
Entra ID (Azure AD)
Intune (MDM)
Understanding of networking fundamentals (DNS, DHCP, VPN, Wi-Fi)
Excellent written and spoken English communication skills
Prior experience supporting US-based users
Ability to multitask, stay organized, and remain calm under pressure
Willingness to work US time zones

Nice to Have

Experience with Azure DevOps or Microsoft Power Platform
Exposure to Dynamics 365 Finance & Operations
Basic Azure knowledge
PowerShell scripting for automation
Familiarity with IT security and compliance principles
ITIL knowledge and understanding of incident management workflows
Certifications such as:

CompTIA A+
Microsoft 365
Microsoft Azure

What Success Looks Like

Users consistently rate your support as clear, professional, and reliable
Issues are resolved quickly, with minimal rework
Ticket documentation is complete and meets SLA expectations
US teams trust you as a dependable go-to resource
You actively contribute to continuous improvement

Why Join Quisitive

Work on impactful, global IT platforms
Exposure to modern Microsoft cloud technologies
Collaborative, engineering-driven culture
Strong opportunities for growth into technical leadership or platform ownership
Work alongside experienced global architects and IT leader

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