Service Technician - Microsoft 365 (Exchange + End User Computing) - Night Shift

About Insight Enterprises

Insight Enterprises, Inc., a Fortune 500 solutions integrator with over 11,500 employees globally, helps organizations modernize their operations and maximize technology value. With more than 33 years of IT expertise, they offer comprehensive solutions, strong partnerships, and a premier e-commerce experience, recognized as a Forbes World's Best Employer and a Great Place to Work.

Role Overview

The Senior Services Technician (Level 2.5 / Level 3 leaning) role is pivotal within the Service Desk, tasked with resolving complex technical challenges related to Microsoft 365 and End User Computing (EUC). This position focuses on reducing dependency on higher-level teams by advancing troubleshooting capabilities, improving service quality, and enabling shift-left initiatives. The technician will coach junior agents, contribute to knowledge base development, and act as a subject matter expert in Microsoft Enterprise EUC services.

Work Location and Shift

This hybrid position is based in one of the following locations: Bangalore, Gurugram, Noida, Pune, or Hyderabad. The job involves working rotational night shifts.

Key Responsibilities

• Deliver advanced technical support and resolve complex incidents related to Microsoft 365 and EUC.
• Enhance service desk operations by leveraging ITSM best practices and tools like ServiceNow.
• Develop and maintain a high-quality knowledge base to support continuous improvement and shift-left strategies.
• Coach and enable Service Desk agents to boost first-contact and first-level resolution rates.
• Serve as a technical authority and escalation point within the Service Desk team.

Required Experience and Qualifications

• At least 5 years of experience in IT Service Desk or End User Support roles, preferably in managed services or large enterprise environments.
• Proficient in supporting Windows 10/11 in enterprise settings.
• Hands-on expertise with Microsoft 365 services, including Exchange Online and Microsoft Entra.
• Strong hardware troubleshooting skills for laptops, desktops, and peripherals.
• Advanced knowledge of Microsoft Office applications, especially Outlook and Teams.
• Experience using ServiceNow or similar ITSM tools aligned with ITIL practices.
• Demonstrated aptitude at L2/L2.5 support with responsibilities similar to L3.
• Customer-focused with an emphasis on continuous service improvement.

Preferred Certifications

• ITIL Foundation certification.
• Microsoft certifications such as MS-900, MD-102, or equivalents.
• CompTIA certifications like A+ or Network+.

Success Indicators

• Reduction in escalations by resolving complex tickets within the Service Desk.
• Improved resolution rates for hardware and Microsoft 365 issues.
• Enhanced self-sufficiency among junior agents through effective coaching and knowledge sharing.
• Consistently updated and robust knowledge base supporting shift-left initiatives.
• Elevated end-user satisfaction with fewer repeat incidents.

Company Highlights

• Over 14,000 employees worldwide.
• Revenue target of $8.2 billion in 2025.
• Recognized as a Great Place to Work in nine countries in 2025.
• Ranked 447th on the Fortune 500 list for 2025.
• Recipient of more than 25 industry and partner awards in the past year.

Who Can Apply

Candidates with any graduate degree, B.C.A. in any specialization, or B.Tech / B.E. in any specialization are eligible to apply.