Information Technology Support Engineer

Job Summary We are looking for a proactive and customer-focused Desktop Support Engineer to provide remote technical support to end users across multiple locations in India. The ideal candidate will troubleshoot hardware, software, and network-related issues, ensuring minimal downtime and a high level of user satisfaction in a remote support environment. Key Responsibilities • Provide remote L1/L2 desktop support to end users via phone, email, chat, and remote tools • Diagnose and resolve hardware, software, OS, and application-related issues • Install, configure, and support Windows and macOS operating systems • Troubleshoot issues related to MS Office, Outlook, Teams, VPN, and enterprise applications • Manage user accounts, access, and permissions using Active Directory and Azure AD • Handle incidents, service requests, and changes using ITSM tools (ServiceNow, Jira, etc.) • Escalate complex issues to L3 teams and follow up until resolution • Maintain proper documentation, SOPs, and knowledge base articles • Ensure SLA compliance and high customer satisfaction Required Skills & Qualifications • Bachelor’s degree or diploma in IT, Computer Science, or a related field • 2–4 years of experience in Desktop / IT Support or similar role • Strong knowledge of Windows OS, basic macOS, and desktop hardware • Hands-on experience with Active Directory, Office 365, and basic networking concepts • Experience with remote support tools (AnyDesk, TeamViewer, RDP, etc.) • Understanding of ITIL processes (Incident, Problem, Change Management) • Good communication skills and customer-service mindset • Ability to work independently in a remote setup