IT Support Engineer

Role Overview

Key Responsibilities

• Provide L1/L2 technical support to employees for laptops, desktops, operating systems, applications, peripherals, and connectivity issues.
• Manage complete employee IT onboarding and offboarding , including laptop allocation, account setup, software installation, access provisioning, asset recovery, and device decommissioning.
• Perform laptop/desktop imaging, configuration, deployment, patching, and software installation as per company standards.
• Troubleshoot and maintain hardware components such as laptops, desktops, monitors, docking stations, printers, keyboards, batteries, RAM, and storage devices.
• Manage and support Microsoft 365 applications, Active Directory / Entra ID, VPN, Wi-Fi, LAN, and other workplace technologies .
• Administer endpoint devices using tools such as Microsoft Intune, SCCM/MECM, Windows Autopilot, or equivalent endpoint management platforms .
• Ensure endpoint security and compliance , including antivirus/EDR, firewall, BitLocker, security patches, device compliance, and security policy enforcement.
• Monitor and troubleshoot malware, virus, suspicious applications, unauthorized software, and endpoint security alerts , escalating security incidents to the Information Security team when required.
• Maintain accurate IT asset inventory , including device allocation, tracking, repair, replacement, warranty, and lifecycle management.
• Manage incidents and service requests through ITSM tools such as ServiceNow, Jira Service Management, Freshservice, or similar platforms, ensuring SLA adherence.
• Coordinate with Information Security, Network, Infrastructure, HR, Facilities, and external vendors to resolve technical issues and support employee requirements.
• Maintain IT documentation, SOPs, troubleshooting guides, and asset records , and identify opportunities to improve IT support processes.

Required Skills

• 5+ years of experience in IT Support / Desktop Support / EUC / IT Infrastructure Support .
• Strong hands-on experience with Windows 10/11, Microsoft 365, Active Directory/Entra ID, and endpoint management .
• Good knowledge of hardware troubleshooting, networking, VPN, endpoint security, antivirus/EDR, malware detection, and patch management .
• Strong communication, troubleshooting, problem-solving, and employee-facing support skills.
• Preferred: ITIL, Microsoft, CompTIA, or relevant technical certifications.