IT Support Engineer

IT Support Engineer

Location: Chennai

Key Responsibilities:

• Advanced Technical Support & Troubleshooting:

- Provide expert-level, timely, and efficient technical support to end-users and internal stakeholders for all IT-related issues via various channels (in-person, phone, email, remote tools).

- Diagnose and resolve complex hardware problems (desktops, laptops, printers, mobile devices, servers), software applications, operating systems (Windows, macOS, Linux), and network connectivity issues.

- Perform root cause analysis for recurring issues and implement preventative solutions to reduce future incidents.

• System Administration & Maintenance:

- Administer and maintain user accounts, permissions, and groups in Active Directory, Azure AD, Gsuite or similar identity management systems.

- Manage and configure common business applications (e.g., Microsoft 365/Google Workspace, Zoom).

- Assist with the setup, configuration, and basic troubleshooting of network devices (routers, switches, Wi-Fi access points).

- Participate in the deployment, configuration, and ongoing maintenance of corporate hardware and software assets.

- AV setup managment

• Process Improvement & Documentation:

- Identify opportunities to streamline IT support processes, improve efficiency, and enhance the user experience.

- Develop and maintain comprehensive technical documentation, knowledge base articles, and user guides for common issues and procedures.

- Contribute to the creation and refinement of IT policies, standards, and best practices.

- Utilize IT Service Management (ITSM) tools (e.g., Jira Service Desk,) for efficient ticket management, tracking, and reporting.

• Project Involvement & Collaboration:

- Lead or contribute to IT projects such as system upgrades, software rollouts, hardware refreshes, and office moves.

- Collaborate closely with other IT teams (e.g., Network, Systems, Security) to resolve cross-functional issues and ensure seamless service delivery.

- Train and onboard new employees on IT systems and best practices.

• Security & Compliance:

- Enforce IT security policies and procedures, including antivirus management, patch management, and data protection guidelines.

- Educate users on security best practices and phishing awareness.

- Assist in maintaining IT asset inventory and lifecycle management.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of progressive experience in an IT Support, Desktop Support, Help Desk Tier 2/3, or similar role.
• Demonstrated expertise in supporting and troubleshooting:

- Microsoft Windows operating systems (Windows 10/11) and macOS.

- Microsoft Office 365 suite (Outlook, Word, Excel, SharePoint, Teams) and Google Workspace.

- Active Directory and/or Azure Active Directory user and group management.

- Network fundamentals (TCP/IP, DNS, DHCP, Wi-Fi connectivity).

- Hardware diagnostics and repair for desktops, laptops, and peripherals.

- Remote support tools and techniques.

• Experience with

  IT Service Management (ITSM) platforms

  and ticketing systems (e.g., Jira Service Desk, ServiceNow).
• Experience with

  scripting (e.g., PowerShell, Python)

  for automation of routine tasks is highly desirable.
• Relevant certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or similar are a significant advantage.

Skills:

• Exceptional problem-solving and analytical skills with a methodical approach to technical challenges.
• Excellent communication skills (verbal and written), with the ability to explain technical concepts clearly to non-technical users.
• Strong customer service orientation with a patient, empathetic, and professional demeanor.
• Ability to work independently, prioritize tasks effectively, and manage multiple requests simultaneously in a fast-paced environment.
• A strong desire for continuous learning and staying updated with new technologies.