04 Aug
|
Important Company of the Sector
|
Gurugram
04 Aug
Important Company of the Sector
Gurugram
About the Role:
We are seeking an experienced and customer -focused Global IT
Support Engineer to provide technical support and infrastructure assistance to
users across multiple regions. The ideal candidate should possess strong
expertise in Windows/Mac support, Microsoft technologies, Active Directory,
cloud -based environments, and remote troubleshooting with a proven ability to
handle escalations and deliver excellent customer experience.
Key Responsibilities:
- Provide
Level 1 and Level 2 technical support to global end users through calls,
chats, emails, and ticketing tools
- Troubleshoot
and resolve issues related to Windows OS, MAC OS, Microsoft Office,
Outlook, Teams, SharePoint, VPN, and enterprise applications
- Manage
user accounts, permissions, and access through Active Directory
- Handle
incident management, service requests, escalations, and ensure adherence
to SLA timelines
- Support
cloud -based environments and Microsoft licensing -related issues
- Configure
and troubleshoot desktops, laptops, printers, routers, and network
connectivity issues
- Provide
remote support to international users across multiple time zones
- Monitor
system performance and proactively identify areas for improvement
- Coordinate
with internal IT teams and vendors for issue resolution and system
maintenance
- Assist
in onboarding/offboarding activities including device setup and user
access provisioning
- Maintain
documentation, knowledge base articles, and IT asset records
- Mentor
junior support engineers and contribute to team knowledge -sharing
initiatives