It Support Engineer

Job Summary:

We are seeking a skilled and customer-focused IT Support Engineer to join our team. The ideal candidate must possess excellent communication skills and experience in handling both onsite and remote support for Internal and External clients located globally.. This role requires a proactive individual with a problem-solving mindset and a strong understanding of IT systems and support processes.

Key Responsibilities:-

• Provide Level 1 and Level 2 IT support to end-users, both onsite and remotely.
• Troubleshoot and resolve hardware, software, network, and printer issues.
• Support international users across different time zones via email, chat, voice, or remote tools.
• Install, configure, and maintain IT systems, laptops, desktops, mobile devices, and applications.
• Manage user access, email accounts, and system permissions.
• Document issues, solutions, and maintain support logs in the ticketing system.
• Coordinate with vendors and escalate issues to Level 3/Infrastructure teams when needed.
• Provide on-site support for office IT setups, conferences, and user onboarding/offboarding.
• Provide administration of IT systems, including patch management, anti-virus management, asset management, packaging, and software updates.
• Respond to support requests via phone, email, AWSConnect, WebChat, WhatsApp or in person, ensuring timely resolution and excellent customer service.

Requirements:-

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• Minimum 2 years of IT support experience, preferably in an international support environment.
• Strong verbal and written communication skills.
• Hands-on experience with Windows, macOS, Office 365, Active Directory, and remote tools (TeamViewer,

AnyDesk, etc.).

• Knowledge of basic IT Infrastructure concepts like LAN, DNS, DHCP, VPN, VM , Servers etc.
• Ability to multitask, prioritize, and work independently in a fast-paced environment.
• Flexible to work in US shifts and provide international support.

Nice to Have:-

• ITIL Foundation certification.
• Experience supporting cloud-based tools (Azure, M365 Admin Center, etc.).

Familiarity with ticketing tools like ServiceNow, Jira, or Fresh service.