Job Summary

We are seeking an IT Help Desk Engineer (MSP), Tier 1 engineers are the first technical point of contact and are responsible for resolving the majority of end-user issues independently while following MSP processes and SLAs. In this role, you will provide remote technical support to US-based clients, troubleshoot a wide range of IT issues, and ensure a seamless end-user experience. You will also collaborate with Tier 2 engineers by accurately documenting and escalating complex issues when required.

Key Detials:

- Position: IT Help Desk Engineer (MSP)
- Work Location: Vadodara, Gujarat
- Working Days: 5 Days (night Shift)

Key Responsibilities – Tier 1

- Provide remote technical support to US-based clients during night shift
- Troubleshoot Windows 10/11 and macOS systems (OS, performance, hardware basics)
- Support Microsoft 365 applications: Outlook, Teams, OneDrive, SharePoint
- Email troubleshooting: send/receive issues, sync problems, profile corruption
- User onboarding and offboarding: account creation, license assignment, device setup
- Password resets, MFA issues, and basic Conditional Access-related lockouts
- Basic Azure AD / Entra ID user and group management
- Desktop and laptop setup, patching, and application installation
- Basic VPN troubleshooting (client connectivity issues)
- Basic networking diagnostics: DNS issues, IP conflicts, Wi-Fi connectivity
- Accurate ticket documentation and timely escalation to Tier 2 when required

Required Skills & Experience – Tier 1

- 1–3 years of IT Help Desk or MSP experience
- Strong Windows and macOS troubleshooting skills
- Microsoft 365 fundamentals
- Outlook and Exchange Online user-level support
- Basic Active Directory and Azure AD knowledge




- Good understanding of basic networking concepts (TCP/IP, DNS)
- Good spoken and written English
- Comfortable working night shift independently

What We Are Looking For

We're looking for someone with a strong customer-first mindset, excellent troubleshooting skills, and the ability to work independently. The ideal candidate is eager to learn, communicates effectively, and thrives in a fast-paced MSP environment.

What we offer

Opportunity to work with modern IT infrastructure, cloud, and cybersecurity technologies. Collaborative and innovation-driven work culture. Continuous learning and professional development opportunities. Career growth through challenging projects and performance-based recognition. Excellent work workplace with a strong focus on teamwork, transparency, and employee well-being.

Why Join Us?

- Work with US-based clients in a dynamic Managed Service Provider (MSP) environment.
- Gain hands-on experience with Microsoft 365, Azure AD/Entra ID, Windows, macOS, and modern IT support technologies.
- Learn from experienced engineers and develop a clear career path toward Tier 2, Systems Administration, or Cloud Engineering roles.
- Exposure to diverse IT environments, real-world technical challenges, and industry best practices.
- Competitive compensation, performance-driven growth opportunities, and a supportive work environment.

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

- Leave encashment

Ability to commute/relocate:

- Vadodara, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

- How many years of experience do you have in Technical Support?
- Are you comfortable to work in night shift?
- What is your current CTC?
- What is your expected CTC?

Work Location: In person

📌 IT Helpdesk Engineer (India)
🏢 Fusion Factor
📍 India