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 (Service Now, 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 (Any Desk, Team Viewer, 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