We are seeking a customer-focused IT Infrastructure Engineer who will provide front-line technical support to end users primarily based in the United States. The ideal candidate should possess excellent verbal and written communication skills, a customer-first mindset, and the ability to troubleshoot Windows, Outlook, Microsoft 365, and endpoint security issues while delivering exceptional customer experience.

KEY RESPONSIBILITIES:

Customer Support & Communication

- Provide technical support to US-based customers through phone, email, remote sessions, and ticketing systems.
- Maintain high levels of customer satisfaction through professional communication and timely issue resolution.
- Clearly explain technical issues and solutions to non-technical users.
- Create and maintain accurate ticket updates, incident notes, and user communications.
- Participate in customer calls and service review discussions when required.
- Follow defined SLAs and customer service standards.

Windows & Endpoint Support

- Troubleshoot Windows 10 and Windows 11 operating system issues.
- Support hardware, software, printer, and connectivity-related incidents.
- Configure user devices and perform software installations and upgrades.
- Assist with endpoint security and compliance activities.





Outlook & Microsoft 365 Support

- Troubleshoot Outlook profiles, mailbox access, OST/PST issues, calendar permissions, and email delivery problems.
- Support Microsoft 365 services including Exchange Online, Teams, OneDrive, and SharePoint.
- Manage user onboarding, offboarding, password resets, licence assignments, and basic Exchange administration.
- Assist users with MFA, self-service password reset, and Microsoft 365 applications.

Endpoint protection & Safety

- Monitor endpoint security alerts and escalate threats appropriately.
- Support Microsoft Defender, Sophos Endpoint, and other endpoint protection platforms.
- Assist with device encryption, security compliance, and vulnerability remediation activities.
- Follow security incident response procedures and documentation standards.

REQUIRED QUALIFICATIONS:

- 3+ years of experience in IT Helpdesk, Service Desk, Desktop Support, or Infrastructure Support.
- Strong troubleshooting experience with Windows desktops and laptops.
- Positive understanding of Microsoft Outlook and Microsoft 365 administration.
- Familiarity with endpoint security and antivirus solutions.
- Experience using remote support tools and ticketing systems.

📌 IT Infrastructure Engineer (Thiruvananthapuram)
🏢 Atticube
📍 Thiruvananthapuram