IT Support Engineer US Process

Job Type: Full-Time

Process: US IT Support

Experience: Prior IT Support / Technical Support experience required

Job Overview

We are looking for a skilled and customer-focused IT Support Engineer to join our US Process team. The candidate will be responsible for providing technical support to our US-based clients and resolving day-to-day IT issues, primarily related to email, Microsoft 365, and mail server environments.

The ideal candidate should have good technical knowledge, excellent communication skills, and the ability to troubleshoot issues independently while maintaining a professional approach with clients.

Key Responsibilities

- Provide remote IT support to US-based clients and end users.
- Troubleshoot and resolve email-related issues, including sending/receiving problems, email configuration, authentication, spam, and delivery issues.
- Support email environments based on Microsoft 365 / Microsoft Exchange and SmarterMail / MDaemon.
- Configure and troubleshoot email accounts on Outlook, desktop systems, and mobile devices.
- Troubleshoot basic issues related to Microsoft 365 applications and services.
- Handle user tickets, diagnose problems, and provide timely resolutions.
- Escalate complex technical issues to the appropriate senior engineer or technical team.
- Maintain proper documentation of incidents, troubleshooting steps, and resolutions.




- Communicate professionally with clients and provide regular updates on open issues.
- Follow defined IT support procedures, SLAs, and escalation processes.
- Proactively identify recurring issues and suggest appropriate solutions.

Required Skills & Qualifications
- Prior experience in IT Support / Technical Support / Helpdesk is mandatory.
- Valuable understanding of Microsoft 365, Outlook, and email troubleshooting.
- Working knowledge of Microsoft Exchange / Microsoft 365 email environments.
- Knowledge of SmarterMail and/or MDaemon will be an advantage.
- Basic understanding of DNS records such as MX, SPF, DKIM, and DMARC is preferred.
- Good troubleshooting and problem-solving skills.
- Comfortable working with ticketing systems and IT support tools.
- Excellent spoken and written English communication skills.
- Ability to communicate confidently and professionally with US-based clients.
- Strong customer-service orientation and a positive attitude.
- Ability to work independently and take ownership of assigned issues.

Shift & Work Environment
- This is a US Process role and requires working in US-aligned shifts.
- Candidate should be comfortable working in rotational/night shifts, as required.
- The role involves regular interaction with international clients, primarily based in the United States.

📌 Tech support of Email environment (Delhi)
🏢 Cyberspace
📍 Delhi