IT Support Engineer

Overview

IT Support Engineer providing L1–L2 support to a global user base with SLA-driven ticket handling, onboarding/offboarding, and endpoint lifecycle management.

What you'll do

• Provide IT support via Zendesk and troubleshoot/resolve tickets within agreed SLAs.
• Manage and prioritize an SLA-driven ticket queue and ensure timely escalations.
• Maintain customer satisfaction through clear ticket communication.
• Improve support workflows by adopting automation and AI features.
• Deliver desktop support for Windows and macOS.
• Provision and manage devices using AutoPilot, Intune/Endpoint Manager, and Jamf/Mosyle.
• Administer Microsoft 365, Entra ID (Azure AD), Exchange Online, Teams, SharePoint, and OneDrive.

What you'll need

• 3+ years of hands-on IT support in a corporate environment.
• Experience supporting both Windows and macOS.
• Administration experience with Microsoft 365 and Entra ID (Azure AD).
• Device provisioning experience with AutoPilot.
• Mobile device management experience with Intune, Jamf, or Mosyle.
• Scripting/automation with PowerShell.
• Networking fundamentals knowledge including DHCP, DNS, VPN, and NAT.

Nice to have

• Experience with Power Apps/Logic Apps.
• Experience with major cloud/SaaS platforms such as Okta, Citrix ShareFile, and Zendesk.
• Relevant certifications.

Details

• L1–L2 support role for a global user base.
• Work schedule: 3 days/week from the Gurugram office and 2 days/week from the Noida office.
• Fluent English required.