Senior Support Engineer - Freelance | MV20205SP07001

Job Summary

Responsibilities & Duties

·          Core Technical Support Functions

Ø   Resolve L1–L3 incidents across user-level, system, and platform escalations

Ø   Administer Microsoft365 environments, including license provisioning, mailbox management, security policies, and Teams/SharePoint support

Ø   Execute remote diagnostics and troubleshooting using standard tools (e.g., Microsoft Admin Center, remote desktop tools, Powershell)

·          ONDC & SaaS Service Lifecycle Tasks

Ø   Facilitate client onboarding aligned with ONDC protocols, TEAM stack workflows, and SaaS product bundles

Ø   Support catalogue activation, product upgrades, and license sync with SNPs and buyer apps

Ø   Collaborate with internal catalogue and CRM teams to ensure support ties into service metadata and SKU governance

·          Microsoft Partnership Interaction

Ø   Act as a technical liaison for product registration, escalation, and lifecycle support between customer and Microsoft Partner Center.

Ø   Assist in new client onboarding via Microsoft portals and advisory workflows

Ø   Provide inputs on product roadmap alignment based on Microsoft updates and service evolution

Ø   Periodic product upgrade advisory and patch management.

·          Documentation & SLA Management

Ø   Maintain detailed incident logs, solution documentation, and preventive fix libraries

Ø   Track SLA adherence for resolution timing, escalation chains, and ticket throughput

Ø   Recommend process automation or knowledge base improvements to reduce future incidents

·          Strategic Impact

Ø   Help shape Mindverse’s support architecture for scalable ONDC-based eCommerce

Ø   Contribute to evolving modular support packs, cost modelling, and success metrics for distributed technical support

Ø   Support trust-building and frictionless adoption for micro and SME segments through reliable issue resolution.

Ø   Initiate and participate in customer satisfaction survey on behalf of MINDVERSE.

Certifications

·          Must-Have Certifications

Ø   Microsoft 365 Certified: Enterprise Administrator Expert (MS-102)

Covers managing Microsoft365 services, governance, identity, and compliance.

Ø   Microsoft Certified: Azure Fundamentals (AZ-900)

Ensures baseline cloud fluency, useful for hybrid or Azure-linked ONDC models.

Ø   Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-102)

Focuses on endpoint management, deployment, and remote troubleshooting.

·          Highly Preferred

Ø   Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)

Valuable for SaaS bundles involving sensitive MSME data and ONDC buyer apps.

Ø   Microsoft Partner Center Experience / MCP ID

While not a certification per se, prior association with Microsoft Partners—verifiable via MCP ID or portal experience—is a strong plus for client onboarding, product registration, and Microsoft escalation flows.

·          Optional but Strategic for ONDC Ecosystem Alignment

Ø   ITIL Foundation Certification

Adds credibility in incident-based support models and SLA-oriented ticket handling.

Essential Skills

·           Technical Expertise

Ø   Must have 6+ years of experience on Microsoft365 Administration.

Ø   Microsoft365 Administration: License provisioning, Exchange Online, SharePoint, Teams, OneDrive setup and troubleshooting

Ø   PowerShell Scripting: For automation, remote fixes, and batch operations

Ø   User & Device Management: Through Azure AD and Microsoft Endpoint Manager

Ø   Security & Compliance: MFA, DLP policies, Conditional Access, compliance center familiarity

Ø   Incident Handling (L1–L3): Diagnosis, escalation management, and root-cause analysis

·          ONDC & SaaS Ecosystem Fluency

Ø   Catalogue Sync Knowledge: Understanding of SKU codes, modular service packs, and metadata alignment

Ø   Workflow Familiarity: Integration experience with TEAM stack tools, buyer apps, and SNP logic

Ø   Support for MSMEs: Sensitivity to low-tech users and regional onboarding nuances

Ø   Upgrade & Onboarding Flow Execution: Especially for seller apps and CRM-linked SaaS

·          Microsoft Partnership Experience

Ø   Partner Center Portal Usage: Client registration, subscription lifecycle ops

Ø   Escalation & Advisory Handling: Navigating Microsoft support tiers and relationship protocols

Ø   Licensing Communication: Articulating bundled services and entitlements during onboarding or upgrades

·          Process Discipline

Ø   SLA Tracking & Documentation: Timely resolution with traceable audit logs

Ø   Knowledge Base Contribution: Creating help articles, preventive fix libraries

Ø   Asset & License Governance: Tracking usage, expiry, cost coverage, and incident linkage

·          Consulting Mindset

Ø   Client Empathy & Clarity: Explaining technical issues in approachable terms

Ø   Proactive Engagement: Identifying recurring issues and proposing scalable fixes

Ø   Trust Building: Acting as a reliable interface for service continuity across multiple business classes.

Ø   Prior experience on conducting technical session for the user community is a definite plus.

Nice to have Skills

·          Advanced Technical Capabilities

Ø   Experience with Intune and Autopilot – for device deployment in distributed MSME environments

Ø   Power Platform familiarity (Power Automate, Power BI) – useful for workflow insights and dashboarding service health

Ø   Hybrid deployment support – Exchange Hybrid or SharePoint Hybrid knowledge for transitioning legacy setups

·          ONDC Ecosystem Depth

Ø   API-level catalogue diagnostics – for troubleshooting sync between seller apps and SNPs

Ø   TEAM stack customization awareness – ability to advise on adapting CRM or onboarding flows for localized use

Ø   Understanding of subsidy-linked onboarding – especially where support packs tie into government schemes or digital grants

·          Process & Governance Enhancers

Ø   Experience with ITSM platforms – such as Zoho Desk

Ø   ISO 27001 or other compliance exposure – helpful for mid-market clients with stricter data governance needs

Ø   Template documentation & FAQ authoring – creating reusable knowledge kits for MSME end users

·          Relationship & Advisory Strengths

Ø   Experience interfacing with Microsoft Partner Advisors – not just via portal, but via pre-sales or escalation calls

Ø   Comfort with stakeholder communication – especially for client-side IT heads during onboarding or incident escalations

Ø   Consulting experience in licensing optimization – advising clients on cost-effective packs or renewal timelines

Home Office – Workplace

This is purely “Work from Home” engagement. The freelancer must have his/her own computing device with the latest OS, anti-virus software including other necessary software like office, email etc. He / She must have access to high-speed internet connectivity. These expenses are not reimbursable.

Payment Mechanism

You will have to work on incidents raised by the customer on our helpdesk. You will be assigned to a particular incident, which we will call a work packet. You can get zero or multiple work packets daily from us. You will get your monthly payment based on the number of work packets, (hour spent for a work packet) you have completed, and the customer has accepted the same in a particular month. Every month, we will share a statement of account on such completed incidents and outstanding amount. You need to raise the invoice from your side to us and upon receiving an undisputed invoice from you will transfer the amount electronically to your bank account.

Benefits

·          Weekly Hours: Not predefined. Always incidents-based work packet.

·          Day Rate: ₹400.00 per hour plus GST all-inclusive basis.

·          Expenses Allowed: Reimbursement of phone calls on actuals.

·          Duration: Continuous contract.

·          Language: Fluent in English and Hindi

Additional Assessment

·          Interview

·          Presentation

Evaluation Weighting

·          Technical competence - 70%

·          Cultural fit - 05%

·          Price - 25%