• Serve as a representative of the IT Department by providing exceptional customer service and ensuring the timely resolution of support requests.
• Provide Level I and Level II technical support in a fast-paced, dynamic environment.
• Serve as the primary point of contact for end users, supporting hardware, software, networking, and account-related issues throughout the entire support lifecycle.
• Troubleshoot and resolve end-user issues efficiently, professionally, and courteously to maximize productivity for both onsite and remote employees.
• Create and manage user and computer accounts in Active Directory.
• Perform routine and non-routine Active Directory changes following established approval processes.
• Support and manage Windows, macOS, Linux, iOS, and Android devices using Mobile Device Management (MDM) solutions.
• Escalate complex or high-priority incidents to the appropriate support teams and collaborate with escalation teams to drive issues to resolution.
• Perform additional troubleshooting as requested by escalation teams and provide users with timely status updates.
• Accurately document, track, and verify the resolution of all incidents and service requests within the ticketing system.
• Follow all IT policies, procedures, and standard operating procedures (SOPs) when documenting and resolving support requests.
• Adhere to all corporate security policies and applicable ISO standards.
• Configure, deploy, and maintain end-user hardware, including laptops, desktops, peripherals, and workspace setups for onsite employees.
• Fulfill hardware deployment, replacement, and refresh requests in a timely manner.
• Continuously learn and adopt new technologies, systems, and IT processes.
• Perform additional duties and participate in projects as assigned by management.

Required Skills

• Excellent customer service, communication, and interpersonal skills.
• Strong documentation skills with exceptional attention to detail.
• Strong verbal and written English communication skills for in-person, phone, and email support.
• Ability to thrive in a fast-paced, customer-focused environment.
• Ability to work independently with minimal supervision.
• Strong organizational, time management, and problem-solving skills.
• Self-motivated with a proactive approach to learning new technologies and processes.

Technical Skills

• Mandatory 3Y Experience supporting Windows 11, macOS, iOS, Android, and Linux operating systems.
• Mandatory 3Y Experience administering Microsoft Intune, Microsoft Entra ID (Azure AD), Microsoft Exchange Online, and Active Directory.
• Mandatory 3Y Experience with Microsoft 365 applications and services.
• Solid understanding of networking fundamentals, including DNS, DHCP, firewalls, and switching.
• Basic PowerShell and Bash scripting experience.
• Experience supporting endpoint management and MDM solutions.
• Experience performing hardware deployments, lifecycle management, and refresh initiatives.

• Minimum of 3 years of experience in an IT Help Desk or Desktop Support role, primarily supporting Windows environments using Active Directory.
• Experience supporting a multi-site organization with 500+ users is preferred.
• Experience administering Windows Server environments is a plus.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent are a plus.
• Bachelor's degree (or equivalent) in Information Technology, Computer Science, or a related field from an accredited college or university.

Job Location: Pune

Employment Type: Full-Time, On-Site