IT Support Engineer - Windows / Mac OS

Role Overview :

We are looking for an experienced IT Support Engineer to manage daily IT operations, provide end-user support, and ensure seamless functioning of IT infrastructure. The ideal candidate should be skilled in troubleshooting hardware, software, networking, and IT assets while maintaining high service levels in a fast-paced environment.

Key Responsibilities :

• Manage day-to-day IT support operations including troubleshooting computers, printers, scanners, telephones, headsets, and network devices.
• Provide IT infrastructure support, including OS installation and troubleshooting (Windows, MAC).
• Configure and troubleshoot printers, scanners, LAN / WAN, and network-related issues.
• Handle ITSM tool tickets (preferably ManageEngine), ensuring timely resolution and accurate record-keeping.
• Deliver remote support using remote access tools; support handheld devices.
• Maintain and update IT asset inventory.
• Provide Microsoft Office (Word, Excel, etc.) support to end-users.
• Configure and troubleshoot emails and mailing clients.
• Perform daily system health checks and provide standby support for audio / video conferencing devices in meeting rooms.
• Escalate complex issues to the L3 Support team and ensure timely follow-ups.
• Provide direct IT support to CXO and senior management users.
• Guide and mentor L1 Engineers for technical escalations.
• Record and document issues and solutions in IT logs.

Technical Expertise :

Desired Candidate Profile :

(ref : hirist.tech)