IT Support Engineer L3

Overview

Be the first point of contact for internal customers, keeping employees productive across Windows 11, macOS, Microsoft 365, and the identity systems behind them. This is a hands-on role on a collaborative team, with room to grow into identity, endpoint management, automation, and AI-enabled support.

What you'll do

• Resolve incoming tickets for hardware, software, Teams, M365, email, and account issues, owning each one through to resolution
• Triage new cases, set priority, and route or escalate with clear documentation
• Meet or exceed team SLA targets for response and resolution time, and keep ticket status current at all times
• Troubleshoot Windows 11 and macOS issues across devices, applications, networking, and peripherals
• Manage user accounts, group memberships, access requests, and password and MFA resets in Active Directory and Microsoft Entra ID
• Support SSO-integrated applications and diagnose authentication and access issues
• Prepare, image, and deploy Windows and Mac laptops for new hires
• Retrieve and process equipment from departing employees
• Write and maintain knowledge base articles that increase self-service and reduce repeat tickets
• Analyze ticket trends and report recurring issues and root causes to IT leadership and partner teams
• Identify and implement process improvements
• Explore and apply AI tools (such as Microsoft Copilot and other approved AI assistants) to speed up troubleshooting, documentation, and user support, and share what works with the team

What you'll need

• Bachelor's degree in Computer Science or a related field, or 5+ years of equivalent hands-on experience
• Independent handling of escalated, multi-step issues
• Strong hands-on experience troubleshooting Windows 11 and macOS in an enterprise environment
• Working experience administering Active Directory and Microsoft Entra ID (user lifecycle, groups, MFA, conditional access basics)
• Experience supporting Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive) and SSO technologies
• Experience working in a ticketing system against defined SLAs
• Fluent English, spoken and written, with the ability to explain technical issues clearly to non-technical users
• Ability to work onsite in Hyderabad 2-3 days per week and during the 12:30 PM - 9:30 PM IST shift

Nice to have

• PowerShell or other scripting experience to automate repetitive tasks
• Microsoft certifications (e.g., MD-102, SC-300, AZ-104) or CompTIA/ITIL certifications
• Experience writing knowledge base content or building self-service resources
• Experience using AI to improve IT workflows, such as drafting KB articles, summarizing tickets, or scripting with AI assistance

Details

• Location: Hybrid, Hyderabad office 2-3 days per week
• Shift: 12:30 PM - 9:30 PM IST
• Level: Engineer III (5+ years)