IT Support Engineer

About the role

Welo Global is a leader in multilingual AI, technology, and content solutions serving over 2,000 clients in 300 languages. The IT Support Engineer provides L1–L2 technical support to a global user base, focusing on SLA-driven ticket management, endpoint lifecycle management, and identity/collaboration administration. The role is based in Gurgaon, India, with a hybrid on-site schedule of 3 days per week at the Gurugram office and 2 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 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 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 required

Nice to have

• Relevant certifications are an advantage
• Experience with major cloud/SaaS platforms (e.g., Okta, Citrix ShareFile, Zendesk) is a plus
• Experience with Power Apps/Logic Apps is highly desirable

Skills

Education

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