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)
- 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




- 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)
- Valuable spoken and written English
- Comfortable working night shift independently

What We Are Looking For

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 w

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