Information Technology Support Engineer

Job Summary

We are looking for a proactive and customer-focused Desktop Support Engineer to provide remote technical support to end users across multiple locations in India. The ideal candidate will troubleshoot hardware, software, and network-related issues, ensuring minimal downtime and a high level of user satisfaction in a remote support environment.

Key Responsibilities

• Provide remote L1/L2 desktop support to end users via phone, email, chat, and remote tools
• Diagnose and resolve hardware, software, OS, and application-related issues
• Install, configure, and support Windows and macOS operating systems
• Troubleshoot issues related to MS Office, Outlook, Teams, VPN, and enterprise applications
• Manage user accounts, access, and permissions using Active Directory and Azure AD
• Handle incidents, service requests, and changes using ITSM tools (ServiceNow, Jira, etc.)
• Escalate complex issues to L3 teams and follow up until resolution
• Maintain proper documentation, SOPs, and knowledge base articles
• Ensure SLA compliance and high customer satisfaction

Required Skills & Qualifications

• Bachelor’s degree or diploma in IT, Computer Science, or a related field
• 2–4 years of experience in Desktop / IT Support or similar role
• Strong knowledge of Windows OS, basic macOS, and desktop hardware
• Hands-on experience with Active Directory, Office 365, and basic networking concepts
• Experience with remote support tools (AnyDesk, TeamViewer, RDP, etc.)
• Understanding of ITIL processes (Incident, Problem, Change Management)
• Good communication skills and customer-service mindset
• Ability to work independently in a remote setup