Windows, MacOS, Microsoft Apps (M365, Office 365 Suite), Printer Troubleshooting, Networking, Mobile Device Management (MDM), IT Service Management (ITSM)
Description
GSPANN is hiring an End User Support Engineer to deliver reliable L1/L2 support across enterprise end-user environments. The role focuses on supporting Windows and macOS devices, Microsoft 365 services, networking, printers, and mobility solutions to ensure seamless user productivity.
Location: Hyderabad
Role Type: Full Time
Published On: 6 January 2026
Experience: 5 - 8 Years
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Description
GSPANN is hiring an End User Support Engineer to deliver reliable L1/L2 support across enterprise end-user environments. The role focuses on supporting Windows and macOS devices, Microsoft 365 services, networking, printers, and mobility solutions to ensure seamless user productivity.
Role and Responsibilities
- Provide Level 1 / Level 2 (L1/L2) support for laptops, desktops, MacBooks, iPads, and other mobility devices.
- Diagnose and resolve hardware issues including boot failures, battery faults, system slowness, overheating, Blue Screen of Death (BSOD) errors, driver issues, and peripheral failures.
- Support enterprise and retail printers, including laser, Zebra, thermal, and label printers, covering installation, mapping, calibration, queue clearing, and Mobile Point of Sale (MPOS) printer issues.
- Resolve Microsoft Outlook / Microsoft 365 (M365) issues such as login failures, profile rebuilds, mailbox setup, synchronization problems, missing emails, PST handling, and spam or junk filtering.
- Support collaboration tools, including Microsoft Teams and Zoom, addressing login issues, audio or video problems, meeting access, and application reinstallations.
- Troubleshoot Wi-Fi and network connectivity issues, including SSID access, DNS and proxy errors, slow network performance, and adapter resets.
- Support Virtual Private Network (VPN) connectivity using GlobalProtect, resolving tunnel drops, reinstalls, and endpoint validation failures.
- Resolve identity and access issues, including password resets, account unlocks, single sign-on (SSO) failures, and Multi-Factor Authentication (MFA) or Authenticator setup and resets.
- Support OneDrive and SharePoint synchronization, access permissions, uploads, restores, and data recovery scenarios.
- Perform device provisioning activities, including new device setup, refresh cycles, application installations, upgrades, and license activation.
- Manage loaner device allocation, returns, and accurate asset tracking.
- Support end-user peripherals such as monitors, docking stations, keyboards, mice, headsets, and conference room devices.
- Process access and permission requests, including USB exceptions, local administrator access, and application or resource access.
- Support device transitions for exiting employees, including device retrieval, logistics coordination, and data migration.
- Coordinate hardware delivery, asset logistics, Network Access Control (NAC) changes, and store device movements.
- Provide general IT troubleshooting through system configuration support, remote assistance, file recovery, user guidance, routing, and escalation handling.
- Coordinate with vendors for repairs, replacements, Return Merchandise Authorization (RMA), onsite technical visits, procurement, and shipment tracking, especially for new retail store openings.
- Maintain accurate documentation, update ticket notes, follow standard operating procedures (SOPs), and meet defined Service Level Agreements (SLAs).
Skills And Experience
- Strong expertise in troubleshooting Windows and MacOS operating systems.
- Hands-on experience supporting Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint.
- Proven ability to troubleshoot printer environments, including laser, Zebra, thermal, and barcode printers.
- Solid understanding of basic networking concepts such as DNS, DHCP, VPN, Wi-Fi, and proxy configurations.
- Experience with Mobile Device Management (MDM) solutions, including Intune and iPad enrollment.
- Strong knowledge of identity and access management, including Active Directory (AD), SSO, MFA, and Authenticator applications.
- Practical experience in device provisioning, operating system imaging, and software installations.
- Excellent communication, customer support, and user-handling skills.
- Familiarity with IT Service Management (ITSM) tools such as ServiceNow, Jira, or Remedy.
- Experience coordinating with vendors for device repair, replacement, RMA processing, and onsite technical support.
- Ability to manage asset tracking, logistics, and device shipment workflows.
- Strong documentation discipline with adherence to SLAs and support processes.
