Information Technology Support Engineer

Job SummaryWe 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 ResponsibilitiesProvide remote L1/L2 desktop support to end users via phone, email, chat, and remote toolsDiagnose and resolve hardware, software, OS, and application-related issuesInstall, configure, and support Windows and macOS operating systemsTroubleshoot issues related to MS Office, Outlook, Teams, VPN, and enterprise applicationsManage user accounts, access, and permissions using Active Directory and Azure ADHandle incidents, service requests, and changes using ITSM tools (ServiceNow, Jira, etc.)Escalate complex issues to L3 teams and follow up until resolutionMaintain proper documentation, SOPs, and knowledge base articlesEnsure SLA compliance and high customer satisfactionRequired Skills & QualificationsBachelor’s degree or diploma in IT, Computer Science, or a related field2–4 years of experience in Desktop / IT Support or similar roleStrong knowledge of Windows OS, basic macOS, and desktop hardwareHands-on experience with Active Directory, Office 365, and basic networking conceptsExperience with remote support tools (AnyDesk, TeamViewer, RDP, etc.)Understanding of ITIL processes (Incident, Problem, Change Management)Good communication skills and customer-service mindsetAbility to work independently in a remote setup

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