At
GEEKS, a Great Place to Work-Certified Managed Service Provider (MSP),
we pride ourselves on delivering seamless IT solutions that drive client success while fostering a people-first culture. We believe that when our team thrives, the business thrives and our GPTW certification is a testament to that commitment.
Role Overview We are looking for somebody not just looking for “a job” — but hungry to
build a real tech career . Someone friends call when their systems break, and who loves solving problems almost as much as learning new tools. Somebody who wants to grow fast, get your hands dirty across modern SMB IT stacks, and work in a team that values curiosity, ownership, and action. This is an
MSP environment , so you will be supporting
multiple clients, different IT environments, and competing priorities . You need to be comfortable moving between clients while maintaining strong ticket ownership, clear communication, accurate documentation, and SLA commitments. We want someone who’s not just
capable
— but
coachable, curious, and obsessed with figuring things out .
Key Responsibilities
Respond promptly and effectively to client tickets related to IT support requests and incidents Support
multiple SMB clients across different IT environments , technologies, and business requirements Work within defined
SLA timelines , ensuring tickets receive timely responses, updates, and resolutions Take ownership of assigned tickets from initial response through resolution or appropriate escalation Troubleshoot and resolve issues related to: Microsoft 365
(Outlook, Teams, Share Point, One Drive, Exchange Online) Google Workspace
(Gmail, Drive, Admin Console) NAS devices
(Synology, QNAP) including access and file sharing issues Basic
Windows Server
and Active Directory support (user accounts, permissions) Backup solutions (monitoring backups, restore requests) Network connectivity issues (Wi-Fi, switches, routers, VPN) End-user devices: desktops and laptops running
Windows 10/11
and
macOS Printers, peripherals, and common office hardware support Perform user account management tasks: password resets, access provisioning,



group memberships Escalate complex technical issues to senior engineers or specialists as needed, with clear troubleshooting notes Maintain accurate and detailed documentation of ticket progress and resolution steps Follow company IT policies and security best practices when handling client environments Assist with routine maintenance tasks such as software patching, updates, and system health checks Communicate clearly and professionally with clients, ensuring timely updates and resolution Monitor ticket queues, priorities, and ageing tickets to ensure commitments are not missed Continuously learn and grow technical knowledge under guidance from senior team members.
Required Technical Skills
Experience or familiarity with
Microsoft 365
and
Google Workspace
administration and user support Basic knowledge of
Windows Server
environments and Active Directory user management Understanding of
NAS devices
like Synology or QNAP and file sharing protocols (SMB, AFP) Fundamental networking concepts: IP addressing, DHCP, DNS, VPN troubleshooting Experience supporting end-user devices on
Windows 10/11
and
macOS
platforms Familiarity with backup solutions and restoring data from backups Ability to troubleshoot common hardware and peripheral device issues Comfortable working with
ticketing / PSA systems and remote support tools Understanding of ticket priorities, SLA requirements, escalation processes, and service delivery workflows Ability to manage and prioritize multiple tickets across different clients.
Traits & Mindset
Hands-on learner
— you dive into tech, Google things fast, and don’t get stuck Problem-solver at heart
— you like figuring things out and finding smarter solutions Solid communicator
— you explain things clearly, professionally,



and with empathy Hungry to grow
— you’re not afraid to ask questions, learn from feedback, and level up constantly SLA-conscious
— you understand that positive IT support means responding, communicating, and delivering within agreed timelines Ownership-driven
— you take responsibility for your tickets and see them through to completion Remote-ready
— you’re reliable, disciplined, and thrive in flexible remote environments Team-first attitude
— you know when to escalate, when to ask, and when to own it Client-focused
— you understand that you are representing GEEKS in every client interaction Adaptable
— you are comfortable working across multiple clients, systems, and priorities.
Basic Qualifications
2- 4 years of experience in IT support or helpdesk, with previous MSP experience required Experience supporting
multiple clients or multiple IT environments Previous experience working with a
ticketing / PSA system
such as Connect Wise, Autotask, Service Now, Zendesk, Freshservice, or similar Practical understanding of
SLA-driven IT support
and ticket prioritization Strong problem-solving skills and attention to detail Excellent verbal and written communication skills with a customer-first mindset Self-motivated, coachable, and eager to learn new technologies Reliable home workspace with stable internet for remote work Team player with the ability to escalate appropriately and collaborate with senior staff Ability to manage multiple tickets and priorities while maintaining SLA and client communication commitments.
Why Join Us?
Fully remote role Hands-on experience supporting
multiple SMB clients across diverse IT environments Exposure to a broad range of modern IT technologies and platforms Experience working within a
professional, SLA-driven MSP environment Mentor-driven environment focused on skill development and growth Opportunity to work alongside experienced L2 and L3 engineers Opportunity to build a career in IT support within a growing MSP Work in a
Great Place to Work-Certified
organization that values people, learning, and development

📌 IT Support Engineer (India)
🏢 GEEKS
📍 India