IT Support Engineer

Role Overview: You will be responsible for providing desktop support services to end users in Pune and remote support to end users in select regions (AMER, APAC, EMEA). Your role will involve problem determination, root cause analysis, and resolution of desktop hardware and software issues. Additionally, you will be required to perform installs, moves, adds, changes (IMAC), data backup/restores, computer virus management, data migrations, and workstation refresh activities. Key Responsibilities: - Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users. - Install, configure, test, maintain, monitor, and troubleshoot Macintosh and Windows end-user workstations and related hardware and software. - Collaborate with tier 3 support teams, network/system administrators, and Engineering. - Receive and respond to incoming calls, pages, and emails regarding desktop problems. - Work on assigned problem/IMAC tickets and perform IMAC requests. - Deploy software through SCCM, Microsoft Intune, and JAMF. - Assist in preparing, maintaining, and monitoring desktop operations procedures. - Document instances of desktop equipment failure, repair, installation, and removal. - Interface with third-party support and equipment vendors. - Configure and maintain collaboration meeting rooms. - Support mobile devices like phones and tablets (Android, Windows, Apple). - Perform asset management tasks. Qualifications Required: - Degree in information technology, or related field (or equivalent experience). - IT Desktop Support experience (level depends on junior/mid/senior role). - Fluency in English (verbal/written) is required. - Experience in Windows OS and Macintosh (level depends on junior/mid/senior role). - Technical skills in supporting x86/x64 hardware platforms, ARM platforms (M1 chip Apple). - Experience working in an Active Directory environment including SCCM (level depends on junior/mid/senior role). - Experience with desktop virtualization (e.g., Xen) preferred but not required. - Concentrated focus on defect reduction and quality of services. - Excellent customer relations and customer support skills. - Experience working in a team-oriented, global, collaborative environment. - Preparedness to travel to other countries as required. (Note: The company information and additional details about the company have been omitted as they were not included in the job description provided.),