Job Overview
We are looking for a proactive and customer-focused IT Support Engineer to join our team. The ideal candidate will have hands-on experience in Tier 1/Tier 2 support, strong troubleshooting skills, and the ability to manage end-user issues efficiently. This role requires working in rotational shifts aligned with US PST hours.
Work Timings
- Monday to Friday
- Rotational Shifts (IST):
- Shift 1: 4:30 PM – 1:30 AM
- Shift 2: 1:30 AM – 10:30 AM
Key Responsibilities
- Provide Tier 1 and Tier 2 technical support to end-users
- Diagnose and troubleshoot hardware, software, and network issues
- Handle common IT requests such as:
- Password resets
- Microsoft tools (Outlook, Teams, Office 365) support
- Escalate complex issues to higher-level support teams when required
- Learn and support internal tools and software (training will be provided)
- Maintain accurate documentation of issues and resolutions
- Ensure timely follow-up and ownership of tickets until closure
- Deliver excellent customer service and communication at all times
Required Skills & Qualifications
- Minimum 1 year of experience in Help Desk / IT Support
- Experience in Tier 1 / Tier 2 support environments
- Strong troubleshooting and problem-solving skills
- Basic knowledge of:
- Microsoft Office 365
- Windows OS
- Networking fundamentals (VPN, connectivity issues)
- Ability to quickly learn new tools and systems
- Strong verbal and written communication skills
- High level of ownership and accountability
Good to Have
- Experience with ticketing tools (e.g., ServiceNow, Jira, Zendesk)
- Exposure to remote desktop tools and ITSM processes
- Basic understanding of Active Directory
What We Offer
- Opportunity to work with a global team
- Exposure to international support environments
- Learning and growth opportunities
- Supportive and collaborative work culture
Benefits:
- Health insurance
- Paid time off
- Provident Fund
Work Location: In person
