Remote: Remote

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 OverviewWe 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 robust 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 ResponsibilitiesRespond promptly and effectively to client tickets related to IT support requests and incidentsSupport multiple SMB clients across different IT environments, technologies, and business requirementsWork within defined SLA timelines, ensuring tickets receive timely responses, updates, and resolutionsTake ownership of assigned tickets from initial response through resolution or appropriate escalationTroubleshoot and resolve issues related to:Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Exchange Online)Google Workspace (Gmail, Drive, Admin Console)NAS devices (Synology, QNAP) including access and file sharing issuesBasic 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 macOSPrinters, peripherals, and common office hardware supportPerform user account management tasks: password resets, access provisioning,



group membershipsEscalate complex technical issues to senior engineers or specialists as needed, with clear troubleshooting notesMaintain accurate and detailed documentation of ticket progress and resolution stepsFollow company IT policies and security best practices when handling client environmentsAssist with routine maintenance tasks such as software patching, updates, and system health checksCommunicate clearly and professionally with clients, ensuring timely updates and resolutionMonitor ticket queues, priorities, and ageing tickets to ensure commitments are not missedContinuously learn and grow technical knowledge under guidance from senior team members.Required Technical SkillsExperience or familiarity with Microsoft 365 and Google Workspace administration and user supportBasic knowledge of Windows Server environments and Active Directory user managementUnderstanding of NAS devices like Synology or QNAP and file sharing protocols (SMB, AFP)Fundamental networking concepts: IP addressing, DHCP, DNS, VPN troubleshootingExperience supporting end-user devices on Windows 10/11 and macOS platformsFamiliarity with backup solutions and restoring data from backupsAbility to troubleshoot common hardware and peripheral device issuesComfortable working with ticketing / PSA systems and remote support toolsUnderstanding of ticket priorities, SLA requirements, escalation processes, and service delivery workflowsAbility to manage and prioritize multiple tickets across different clients.Traits & MindsetHands-on learner — you dive into tech, Google things fast, and don’t get stuckProblem-solver at heart — you like figuring things out and finding smarter solutionsStrong communicator — you explain things clearly, professionally,



and with empathyHungry to grow — you’re not afraid to ask questions, learn from feedback, and level up constantlySLA-conscious — you understand that good IT support means responding, communicating, and delivering within agreed timelinesOwnership-driven — you take responsibility for your tickets and see them through to completionRemote-ready — you’re reliable, disciplined, and thrive in flexible remote environmentsTeam-first attitude — you know when to escalate, when to ask, and when to own itClient-focused — you understand that you are representing GEEKS in every client interactionAdaptable — you are comfortable working across multiple clients, systems, and priorities.Basic Qualifications2- 4 years of experience in IT support or helpdesk, with previous MSP experience requiredExperience supporting multiple clients or multiple IT environmentsPrevious experience working with a ticketing / PSA system such as ConnectWise, Autotask, ServiceNow, Zendesk, Freshservice, or similarPractical understanding of SLA-driven IT support and ticket prioritizationStrong problem-solving skills and attention to detailExcellent verbal and written communication skills with a customer-first mindsetSelf-motivated, coachable, and eager to learn new technologiesReliable home workspace with stable internet for remote workTeam player with the ability to escalate appropriately and collaborate with senior staffAbility to manage multiple tickets and priorities while maintaining SLA and client communication commitments.Why Join Us?Fully remote roleHands-on experience supporting multiple SMB clients across diverse IT environmentsExposure to a broad range of modern IT technologies and platformsExperience working within a professional, SLA-driven MSP environmentMentor-driven environment focused on skill development and growthOpportunity to work alongside experienced L2 and L3 engineersOpportunity to build a career in IT support within a growing MSPWork in a Great Place to Work-Certified organization that values people, learning, and development

📌 IT Support Engineer (India)
🏢 GEEKS
📍 India