IT Service Engineer

Overview

Frontline L1 IT Service Desk Engineer supporting GTT's IT infrastructure and end-user computing operations, with occasional assistance on system implementations under senior engineers' guidance.

What you'll do

• Diagnose and resolve complex deployment and configuration issues.
• Provide technical assistance for client computers, operating systems and applications.
• Perform OS imaging from the Intune admin portal, software deployment, system settings configuration and software compliance management.
• Deliver first-level support for Windows Client/Server environments and macOS support for end users.
• Handle procurement, inventory and lifecycle management of hardware and software.
• Create and maintain SOPs, manuals and troubleshooting guides.
• Configure and troubleshoot LAN/WAN connections.
• Test and assess new software or systems for deployment.
• Provide deployment and troubleshooting assistance on-site, with remote guidance from senior engineers.
• Answer user calls, emails and chat messages quickly; log, sort or assign, and prioritize incoming support tickets.
• Hand off complex or deep technical errors to Level 2 or Level 3 specialist teams and work with Sys-Eng, Cyber security or system admin groups to track active problems.

What you'll need

• Installation and configuration of Windows 10/11 and macOS (macOS 15 Sequoia / macOS 26 Tahoe / macOS 27 Golden Gate).
• Strong understanding of Ethernet and TCP/IP.
• Prior experience in IT support, including basic software and hardware troubleshooting and IT ticketing system knowledge.
• Good experience in hotline call management and user/customer interaction.
• Strong verbal and written English proficiency for support logs.
• Ability to analyse issues holistically and deliver effective solutions.
• Professional and positive interaction with employees and coworkers.
• Required: 3–4 years of experience in IT support, specifically Windows Client/Server troubleshooting and MacBook support.
• Degree: any relevant degree in IT or Computer Science, or any professional degree including IT certification.

Nice to have

• CCNA/CCNP-level networking knowledge.
• Certifications: MCP, Fundamentals, Associate, Expert or Specialty, including AZ-900 (Azure) and AZ-104 (Administrator), and networking certifications.
• Strong logical thinking and intellectual curiosity.
• Commitment to self-development and continuous learning.
• Ability to balance immediate issue resolution with long-term impact awareness.

Details

• Location: Pune.
• Full-time, 24x7 support timeline with rotational shifts.
• Must be flexible to work rotational shifts (24/7) and participate in on-call duty as required.