IT Support Engineer

About the role

The IT Support Engineer provides first‑level and intermediate technical assistance to end users in a fast‑paced, 24×7 environment. You will resolve application, desktop, laptop and basic system issues while ensuring high‑quality customer service and adherence to ITIL‑based processes.

Key responsibilities

• Deliver end‑user support for applications, desktops, laptops and basic system administration.
• Diagnose, prioritize, troubleshoot and resolve incidents and service requests via phone and email.
• Follow defined SOPs for initial triage, root‑cause identification and escalation of critical incidents.
• Document and update tickets accurately in the ticketing system, meeting SLA targets.
• Support standard enterprise tools such as Outlook, MS Office, Google Workspace, VPNs and browsers.
• Provide troubleshooting for Windows, macOS and VDI environments.
• Participate in rotating shifts, including weekends and holidays.

Required profile

• 2‑5 years of experience in an IT Helpdesk or Service Desk (voice‑based support).
• Strong verbal and written communication skills.
• Familiarity with ITIL framework and service‑management terminology.
• Ability to work independently in a fast‑moving environment and handle stressful situations.

Required skills

• Windows operating system
• macOS operating system
• Virtual Desktop Infrastructure (VDI)
• Outlook and Microsoft Office suite
• Google Workspace
• VPN configuration and troubleshooting
• Basic networking concepts (DHCP, IP addressing, DNS, TCP/IP)
• Ticketing systems and SLA adherence

What we offer

• Competitive salary and benefits package.
• Culture focused on talent development with quarterly growth opportunities and company‑sponsored certifications.
• Access to cutting‑edge technologies and employee engagement initiatives.
• Annual health check‑ups and comprehensive insurance coverage for self, family and parents.