IT Support Engineer

About the role

IT Support Engineer role within a global IT service desk team, providing L1–L2 technical support to a global user base with a focus on SLA-driven ticket management, endpoint lifecycle management, and employee onboarding/offboarding. Day-to-day work includes triaging and resolving tickets in Zendesk, administering Microsoft 365/Entra ID and MDM tools, troubleshooting Windows/macOS endpoints and basic networking, and adopting AI-assisted support workflows. Based in Gurgaon/Noida with an on-site model requiring 5 days per week in the Gurugram office and 2 or more days at the Noida office.

What you’ll do

• Provide professional IT support via Zendesk; triage, troubleshoot, and resolve tickets within agreed SLAs
• Manage and prioritize the support ticket queue using an SLA-driven approach, ensuring tickets are responded to and resolved within agreed service levels
• Maintain high CSAT, provide clear ticket communication, and handle timely escalations
• Identify opportunities for improvement and adopt automation and AI (such as Zendesk AI features, AI support assistants) to improve and accelerate the support workflow
• Deliver in-depth desktop support for Windows and macOS
• Provision and manage devices using AutoPilot, Intune/Endpoint Manager, and Jamf/Mosyle
• Manage full laptop lifecycle: purchasing, replacements, warranty, returns, secure wipe/disposal, and accurate asset tracking (Workday)
• Administer Microsoft 365, Entra ID (Azure AD), and Exchange Online; support Teams, SharePoint, OneDrive

What you’ll bring

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience
• 3+ years of hands-on IT support in a corporate environment
• Strong experience with Windows and macOS desktop support
• Proven administration of Microsoft 365, Entra ID (Azure AD), Intune/Endpoint Manager, and device provisioning (AutoPilot)
• Mobile device management with Intune, Jamf, or Mosyle
• Scripting/automation with PowerShell
• Networking fundamentals (DHCP, DNS, VPN, NAT) and troubleshooting
• Fluent English

Nice to have

• Relevant certifications are an advantage
• Experience with Power Apps/Logic Apps is highly desirable
• Experience with major cloud/SaaS platforms (e.g., Okta, Citrix ShareFile, Zendesk) is a plus
• Certifications: Microsoft (MD-102/SC-900), Jamf 200/300, CompTIA A+/Network+/Security+, ITIL Foundation, Apple ACSP

Skills

Education

Bachelor’s degree in Computer Science, Information Systems, or equivalent experience