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 robust
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

Requirements
Required Skills:
- Strong
experience in Technical Support / IT Helpdesk / Desktop Support
- Hands-on
experience with:
- Windows
Administration
- MAC
OS Support
- Microsoft
Office 365
- Outlook,
Teams, SharePoint
- Active
Directory Management
- Incident
& Escalation Management
- Remote
Troubleshooting
- Network
& Router Configuration
- Knowledge
of cloud-based environments and enterprise support processes
-

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