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IT Services Engineer
Job Description
Deliver reliable, secure, and responsive end-user support while maintaining core workplace technology services. The role covers hardware, software, identity and access, Microsoft 365, collaboration and conferencing platforms, employee lifecycle activities, and IT service operations, with a strong focus on executive support and a seamless user experience across office and remote environments.
Responsibilities
Provide onsite and remote technical support for laptops, desktops, Windows and macOS, applications, mobile devices, printers, and peripherals.
Manage incidents and service requests through the ITSM platform within defined SLAs, ensuring accurate categorization, prioritization, documentation, routing, resolution, and escalation.
Administer identity and access, including application assignments, group memberships, MFA, SSO, and authentication issues, and support onboarding, transfers, contractor setup, and offboarding.
Support Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive, and Intune), including shared mailboxes, distribution groups, permissions, archives, and licensing.
Deliver white-glove support for executives and VIP users, ensuring technology readiness for executive meetings, presentations, and visits.
Support and troubleshoot Zoom, Microsoft Teams, Zoom Rooms, and conference room AV, and provide live support for town halls, training sessions, and key business meetings.
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Perform proactive conference room and meeting technology checks to minimize disruption.
Deploy and maintain endpoints and peripherals, and support asset inventory, hardware lifecycle, device compliance, patching, and endpoint readiness.
Participate in the weekend on-call rotation to handle critical incidents, perform initial troubleshooting, coordinate escalations, and restore service quickly.
Create and maintain SOPs, knowledge articles, FAQs, and user guides, and contribute to improvements in support quality, self-service, and operational efficiency.
Follow corporate security standards, access-control requirements, and IT policies.
Required Qualifications
2–5 years of experience in IT support, end-user services, or workplace technology operations.
Strong hands-on experience troubleshooting and supporting Windows 11 and macOS (Iru or similar macOS management tools).
Proven experience with Microsoft 365 administration and user support.
Working knowledge of Active Directory, Okta SSO, MFA, account administration, and access troubleshooting.
Experience with FreshService, Jira, or a similar ITSM platform.
Working knowledge of Intune, MECM, or comparable endpoint-management tools.
Foundational knowledge of networking, hardware, conferencing, and audiovisual support.
Excellent communication, customer-service, and documentation skills, with the ability to stay composed in high-pressure situations.
Preferred Qualifications
Experience supporting executives and VIP users in a white-glove service model.
Hands-on experience with Zoom Rooms, Teams Rooms, and enterprise conference room AV systems.
Experience supporting large-scale events such as town halls and all-hands meetings.
Exposure to Okta administration, automation, or scripting (e.g., PowerShell, Bash) to improve support efficiency.
Relevant certifications such as Microsoft 365 Certified: Endpoint Administrator Associate, ITIL Foundation, CompTIA A+, or Apple Certified Support Professional.
Educational Qualification
BE/B.Tech/BCA/MCA or B.Sc., preferably in Computer Science, Information Technology, or a related field.
