Job Overview

Birlasoft is hiring for an Engineer-Cloud & Infra Engg position based at the Birlasoft office in Coimbatore, India. The role focuses on IT support, hardware and software troubleshooting, mobile device support, networking, application support, and service desk activities.

The position requires strong communication and customer service skills along with practical knowledge of computer hardware, software, networking, Microsoft applications, and IT support processes. The role also involves documenting incidents, maintaining IT records, resolving user issues, and escalating complex cases to the appropriate teams.

Key Responsibilities

• Respond professionally to IT support requests received through phone, chat, and email.
• Provide remote support for mobile devices and assist users with technical issues.
• Download, install, and configure software according to user requirements.
• Help ensure the appropriate use of applications, networks, and IT equipment.
• Test and update existing software when required.
• Escalate complex or advanced IT support cases to the relevant teams.
• Maintain IT documentation covering network, asset, and user information.
• Record troubleshooting actions, steps taken, and resolutions accurately in the ticketing system.
• Support hardware troubleshooting and coordinate equipment or peripheral replacements when required.
• Assist with issues involving computers, terminals, network devices, and server-related components.
• Help maintain optimal performance of computer networks and related systems.
• Analyze reported issues and identify suitable software or hardware solutions.
• Work independently with minimal supervision while maintaining service quality.
• Adapt to flexible shifts and changing work schedules.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer service orientation and the ability to handle user queries professionally.
• Strong understanding of computer hardware, software, and networking principles.
• Extensive knowledge of Microsoft Intune or proficiency with other mobile device management technologies.
• Experience providing remote support for mobile devices.
• Understanding of Microsoft applications and Microsoft 365.
• Understanding of Active Directory.
• Ability to troubleshoot software, hardware, network, and user-support issues.
• Ability to document troubleshooting activity and resolutions accurately in a ticketing system.
• Understanding of ITIL concepts.

Preferred Qualifications

• Prior experience working in a Support Center or Service Desk environment.
• ITIL Foundation certification is preferred.
• Proficiency in mobile device management technologies in addition to or instead of Microsoft Intune.

Technical Areas

• Microsoft Intune – Used for mobile device management and support activities.
• Microsoft 365 – Relevant to Microsoft application and user support requirements.
• Active Directory – Required as part of the Microsoft environment knowledge specified for the role.
• Networking – Required for troubleshooting computer networks and related systems.
• ITIL – The role requires understanding of ITIL concepts, with ITIL Foundation certification preferred.

Experience

The job description does not specify a required number of years of experience. It does state that prior experience in a Support Center or Service Desk environment is required and references the ability to work independently with minimal supervision.

Customer and User Support

The role has a strong user-support focus. The engineer is expected to handle user queries professionally, respond through multiple support channels, provide remote mobile-device assistance, investigate technical problems, and communicate solutions clearly.

The position also requires accurate ticket documentation. Support activities should include the actions taken, troubleshooting steps followed, and final resolutions so that issues are properly recorded and traceable.

Hardware and Infrastructure Support

The role includes troubleshooting hardware and coordinating replacement of equipment and peripherals such as computers, terminals, network devices, and server-related components. The engineer will also contribute to maintaining the performance of computer networks and associated systems.

Work Mode & Location

The position is based at the Birlasoft office in Coimbatore, India. The job listing does not provide a specific work model, so the configured work mode is onsite. Flexible shifts and changing work schedules may be required.

Who Should Apply

This opportunity is relevant to IT support professionals with experience in service desk or support center environments and practical knowledge of hardware, software, networking, mobile device management, Microsoft applications, and user support. Candidates should be comfortable troubleshooting issues, documenting resolutions, working with users, and escalating complex cases when necessary.