Convera is Hiring | Infrastructure Engineer (End User Computing | Tier 1.5 Support) | Pune

Convera

Convera is hiring an Infrastructure Engineer (Tier 1.5 Support) to join their IT Operations team in Pune. This role focuses on end-user support, IT infrastructure maintenance, and service reliability, making it ideal for candidates with 2+ years of IT support or service desk experience.

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Role Details

Position: Infrastructure Engineer (Tier 1.5 Support)

Location: Pune, India

Experience: 2+ Years

Employment Type: Full-Time

Domain: IT Operations / End User Computing

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Role Overview

You will act as a frontline + escalation support engineer, handling complex user issues beyond Tier 1, ensuring fast resolution, high service quality, and smooth collaboration with Tier 2/3 teams.

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Key Responsibilities

End-User Support

- Provide Tier 1.5 technical support via calls, chat, and remote tools

- Troubleshoot desktops, laptops, mobile devices, VPN, and enterprise applications

- Deliver high-quality customer support experience

Microsoft Ecosystem Support

- Support Microsoft 365 services (Exchange Online, SharePoint, OneDrive, Teams)

- Manage endpoint devices using Microsoft Intune

- Handle identity & access management via Okta & Microsoft Entra ID (Azure AD)

Collaboration Tools

- Troubleshoot tools like Zoom, Teams, including audio/video and meeting issues

Device & Hardware Management

- Install, configure, and maintain laptops, desktops, and peripherals

- Perform basic hardware troubleshooting and coordinate vendor repairs

- Manage asset lifecycle processes

Networking & Remote Support

- Troubleshoot wired/wireless connectivity issues

- Use tools like BeyondTrust for remote support

Incident & Process Management

- Log and track tickets in helpdesk systems (SLA compliance)

- Perform initial root cause analysis (RCA)

- Escalate complex issues to Tier 2/3 teams

- Maintain documentation, SOPs, and knowledge base

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Technical Skills Required

- Strong experience in Windows 10 / Windows 11 administration

- Hands-on with Microsoft 365 (Exchange, SharePoint, Teams, OneDrive)

- Experience with Microsoft Intune (endpoint/device management)

- Identity tools: Okta, Azure AD (Entra ID)

- Networking basics (VPN, WiFi, LAN troubleshooting)

- Remote tools like BeyondTrust

- Helpdesk / ticketing tools experience

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Soft Skills

- Strong communication and customer handling skills

- Ability to work in rotational shifts

- Good problem-solving and troubleshooting mindset

- Ability to handle high-volume support environments

- Strong documentation discipline

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Eligibility

- Any graduate

- Minimum 2+ years experience in IT Support / Service Desk / Helpdesk

- Experience in enterprise-level end-user support

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