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and Microsoft Office 365\nBasic experience with Active Directory (user management, access control)\nUnderstanding of networking fundamentals (DNS, VPN, IP addressing, troubleshooting)\nExposure to monitoring tools such as CloudWatch, Prometheus, and Grafana\nBasic understanding of application support (log analysis, issue identification, alert handling)\nAbility to read and understand application logs (especially Java-based applications)\nBasic knowledge of Java (exceptions, logs, service behaviour)\nFamiliarity with Linux/Unix commands for basic troubleshooting\nExperience with ticketing tools like ServiceNow or Jira\nUnderstanding of incident management and SLA handling\nBasic understanding of telecom concepts — caller ID, robocalls, spam/scam labeling, and number reputation/trust scoring is a plus\nFamiliarity with API testing tools like Postman to check service/endpoint availability is a plus\n\nRoles and Responsibilities\nProvide first-level support to end users through calls, emails, and ticketing tools, ensuring quick response and resolution\nProvide support to US-based users and stakeholders, ensuring clear communication and timely updates\nWork in US shift / rotational shifts as required to support business operations\nTroubleshoot issues related to Windows OS (Windows 10/11) and Office 365 applications such as Outlook, Teams, and OneDrive\nManage user accounts, password resets, account unlocks, and access provisioning using Active Directory\nInstall, configure, and maintain laptops, desktops, printers, and standard business applications\nPerform basic network troubleshooting including Wi-Fi, VPN, DNS, and connectivity issues\nLog, track, and update incidents and service requests in ticketing tools like ServiceNow or Jira, ensuring SLA adherence\nTake ownership of tickets and follow through until closure or proper escalation\nEscalate complex or unresolved technical and application issues to Level 2 or relevant teams with proper analysis\nSupport user onboarding and offboarding activities, including system setup and access provisioning\nMonitor applications and infrastructure using tools such as Datadog, CloudWatch, Prometheus, and Grafana\nRespond to alerts and perform initial troubleshooting by analysing logs and identifying issues\nProvide Level 1 application support by validating issues, checking logs, and coordinating with DevOps or development teams\nPerform basic validation of APIs, services, and application/carrier-integration availability\nAssist in deployment validation and basic post-release checks (smoke testing)\nWork closely with DevOps, infrastructure, and application teams for faster issue resolution\nMaintain and update SOPs, knowledge base articles, and troubleshooting documentation\nEnsure adherence to IT processes, security policies, and operational best practices\n\nSkills\nMicrosoft Windows, Troubleshooting, Desktop, Hardware, TCP/IP, DNS, DHCP, Active Directory, Office 365, Microsoft Outlook, Printer support, 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