IT Support Engineer

IT Support Engineer

• IT Support Engineer
  

• Bangalore, India
  

About The Role

• We are seeking an experienced IT Support Engineer to join our Global IT Support Team in Bangalore. In this role, you will provide professional technical support to Bottomline employees, including executives, ensuring smooth operations and minimal downtime. You will collaborate with global teams and contribute to continuous improvement initiatives.
  

• Provide day-to-day IT support for employees, including hardware and software troubleshooting for Windows and Mac OS systems.
• Manage workload through the ITSM ticketing system (currently Jira Service Desk).
• Maintain and support end-user computing assets: laptops/desktops, conference A/V equipment, printers, mobile devices, peripherals, and IDF/MDF infrastructure.
• Respond to incidents via phone, chat, ticket, and walk-up support channels.
• Ensure compliance with Service Level Agreements (SLAs).
• Analyze recurring issues and implement permanent solutions.
• Document processes and maintain knowledge base articles.
• Assist network and compute teams with installation of wireless access points, servers, and networking equipment.
• Coordinate with vendors and service providers for device procurement and support.
• Handle physical tasks such as receiving, imaging, and deploying IT equipment.
• Participate in on-call rotation for escalated issues.
• Work from the office on all weekdays (Monday–Friday).
  

Qualifications & Skills

• Required: Fluent in English (reading, writing, speaking).
• Required: Advanced education in IT or equivalent work experience.
• Required: 5+ years in a corporate IT support role.
• Required: Expertise in MS Windows, Apple OS, JAMF, Active Directory, and MS Office Suite.
• Preferred: Experience with ITSM tools (Jira Service Desk, ServiceNow) and remote management tools.
• Preferred: Familiarity with collaboration platforms (WebEx, Teams, Atlassian Suite).
• Preferred: Knowledge of PowerShell scripting, Group Policy, and Office 365 deployment.
  

• Diploma/BE in Computer Science or Information Science.
  

• Microsoft and Apple IT support certifications are a plus.