IT Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Support Engineer based in India.

This is a hands-on IT support role serving employees across a global, multi-entity organization.

You will act as a first-line technical resource, resolving endpoint, identity, access, email, connectivity, and productivity issues.

The role combines Windows and macOS support with Microsoft 365, Google Workspace, cloud services, and hybrid identity environments.

You will own tickets from intake through resolution, ensuring responsive service and adherence to SLAs.

You will also play an important role in employee onboarding and offboarding, device provisioning, access management, and cloud workspace support.

Working closely with colleagues across multiple time zones, you will contribute to a reliable and user-focused IT experience.

This is an excellent opportunity for an adaptable support professional who enjoys troubleshooting, collaboration, and working in a dynamic international environment.

Accountabilities

• Provide first-line technical support to employees across a global, multi-entity environment, diagnosing and resolving hardware, operating system, application, identity, access, email, and connectivity issues.
• Troubleshoot Windows and macOS endpoints, coordinate device replacements and deployments, and support endpoint management policies and compliance through Intune and/or Jamf Pro.
• Resolve authentication and access issues across Active Directory and Entra ID/Azure AD in a hybrid identity environment, as well as support Google Workspace accounts.
• Manage system and software access requests, distribution lists, shared mailboxes, and other user access requirements.
• Troubleshoot Exchange Online and Google Mail issues, including mailbox and productivity-suite related problems.
• Provide basic troubleshooting for Wi-Fi, VPN, DNS, DHCP, and other network connectivity issues, escalating more complex infrastructure problems when required.
• Provision devices, applications, accounts, and access for new employees, including supporting live first-day onboarding sessions and inductions.
• Manage offboarding activities, including access revocation, user decommissioning, and device retrieval.
• Provision and troubleshoot AWS WorkSpaces and other designated virtual desktop environments.
• Own support tickets in Jira Service Management (JSM) from intake through resolution, maintaining SLA targets and providing clear communication throughout the process.
• Escalate complex incidents to appropriate technical teams while maintaining ownership and ensuring effective follow-through.
• Support IT change requests and contribute to the continuous improvement of support processes, documentation, and service quality.

Requirements

• 3-5 years of professional experience in IT helpdesk, service desk, desktop support, or a comparable technical support role.
• Experience supporting business users across multiple geographic regions and time zones, ideally including UK and US-based teams.
• Strong hands-on experience supporting both Windows and macOS operating systems and common business applications.
• Practical experience working with Jira Service Management or a comparable IT service management/ticketing platform.
• Working knowledge of Active Directory and Azure AD/Entra ID, particularly within hybrid identity environments.
• Familiarity with Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
• Basic networking knowledge covering DNS, DHCP, VPN, Wi-Fi, and general connectivity troubleshooting.
• Experience with employee onboarding and offboarding, including laptop provisioning, account setup, access management, live onboarding support, and user decommissioning.
• Cloud fundamentals and familiarity with AWS and/or Azure, including core services and basic identity and access management concepts.
• Strong customer-service mindset, with the ability to communicate clearly, patiently, and professionally with users of varying technical backgrounds.
• Excellent written and spoken English, with confidence communicating with international stakeholders.
• Ability to work independently, prioritize competing requests, troubleshoot systematically, and maintain ownership of issues through resolution.
• Experience with Google Workspace administration, Intune, Jamf Pro, AWS WorkSpaces, or other VDI technologies is an advantage.
• Familiarity with SSO/SAML and third-party identity providers such as JumpCloud or Okta is a plus.
• Basic scripting or automation experience using PowerShell, Bash, or Google Apps Script is desirable.
• Experience working within complex, multi-entity or post-acquisition IT environments is beneficial.
• Relevant certifications such as CompTIA A+/Network+, Microsoft MD-102, AWS Cloud Practitioner, or Jamf Certified Associate are advantageous.

Benefits

• Full-time opportunity based remotely in India.
• Global working environment with exposure to international teams and users across multiple time zones.
• Hands-on experience across endpoint management, identity and access, Microsoft 365, Google Workspace, cloud services, networking, and IT service management.
• Opportunity to work with both Windows and macOS environments and modern endpoint management technologies.
• Exposure to AWS WorkSpaces and cloud-based workplace technologies.
• Opportunities to develop automation, troubleshooting, and IT operations expertise.
• Collaborative environment focused on customer service, knowledge sharing, and continuous improvement.
• Shift-based support structure designed to serve a global workforce; specific schedules may include split shifts or early-morning starts.
• Inclusive workplace committed to equal opportunity and supporting people from diverse backgrounds.