We are also building AI into how IT works, from faster ticket resolution to smarter self-service. We want someone who is curious about AI and eager to experiment with it, and who will help shape how we use it.
- Location: Hybrid, Hyderabad office 2-3 days per week
- Shift: 12:30 PM - 9:30 PM IST
- Level: Engineer III (5+ years)
What You’ll Do
Resolve incoming tickets for hardware, software, Teams, M365, email, and account issues, owning each one through to resolution
Triage new cases, set priority, and route or escalate with clear documentation
Meet or exceed team SLA targets for response and resolution time, and keep ticket status current at all times
Troubleshoot Windows 11 and macOS issues across devices, applications, networking, and peripherals
Manage user accounts, group memberships, access requests, and password and MFA resets in Active Directory and Microsoft Entra ID
Support SSO-integrated applications and diagnose authentication and access issues
Prepare, image, and deploy Windows and Mac laptops for new hires
Retrieve and process equipment from departing employees
Improve and innovate
Write and maintain knowledge base articles that increase self-service and reduce repeat tickets
Analyze ticket trends and report recurring issues and root causes to IT leadership and partner teams
Identify and implement process improvements
Explore and apply AI tools (such as Microsoft Copilot and other approved AI assistants) to speed up troubleshooting, documentation, and user support, and share what works with the team
Requirements & Skills
Bachelor’s degree in Computer Science or a related field, or 5+ years of equivalent hands-on experience
Independent handling of escalated, multi-step issues
Strong hands-on experience troubleshooting Windows 11 and macOS in an enterprise environment
Working experience administering Active Directory and Microsoft Entra ID (user lifecycle, groups, MFA, conditional access basics)
Experience supporting Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive) and SSO technologies
Experience working in a ticketing system against defined SLAs
Fluent English, spoken and written, with the ability to explain technical issues clearly to non-technical users
Ability to work onsite in Hyderabad 2-3 days per week and during the 12:30 PM - 9:30 PM IST shift
Preferred
PowerShell or other scripting experience to automate repetitive tasks
Microsoft certifications (e.g., MD-102, SC-300, AZ-104) or CompTIA/ITIL certifications
Experience writing knowledge base content or building self-service resources
Experience using AI to improve IT workflows, such as drafting KB articles, summarizing tickets, or scripting with AI assistance
Why You’ll Want This Job
Grow your skills: Work across a broad stack, from endpoint and identity to M365 and automation, with a clear path from Engineer III and beyond
Work on AI for real: Help decide how AI is used in IT support, not just read about it
Hybrid flexibility: A balance of in-office collaboration and remote work
Make visible impact: Your work directly affects how productive hundreds of colleagues are every day
Learn continuously: A team that values curiosity, shares knowledge, and supports your development
Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com
We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.
