IT Support Engineer – Level 2 (Bangalore)

About the role

The IT Support Engineer provides Level 2 assistance to associates, handling issues via Microsoft Teams, phone, email and in‑person interactions. The role involves remote troubleshooting, on‑site support, and collaboration with global teams to ensure smooth operation of IT systems.

Key responsibilities

• Provide Level 2 support to associates via Microsoft Teams, phone, email and in‑person interactions.
• Diagnose, resolve and document ServiceDesk tickets, escalating complex issues as needed.
• Perform on‑site and remote analysis, installation, moves, adds, changes and decommissioning of computer equipment.
• Collaborate with global teams, vendors and internal stakeholders to procure hardware and resolve issues.

Required profile

• Bachelor’s degree in Computer Science, IT or related field, or equivalent experience.
• 2‑5 years of experience in IT support or technical support.
• Strong communication skills in English, both verbal and written.
• Customer‑centric attitude with ability to explain technical concepts to non‑technical users.

Required skills

• Hardware troubleshooting for Apple and Windows devices.
• Operating systems: macOS, Windows 10/11.
• Productivity software: Office 365, PDF tools, OneDrive.
• Management tools: Intune, Windows Defender, Okta, Microsoft Teams.
• Active Directory user administration, DNS, VPN.
• Virtualization: VMWare Fusion, Parallels Desktop.
• Drive encryption: BitLocker, FileVault.
• Audio‑video equipment integration and remote support tools.