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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.
- 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.
