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Experience: 3+ yrs

Location: Gurugram, Haryana, India

Job Type: Full-time

We are looking for an experienced IT End User Support Specialist to provide high-quality technical support and ensure employees can effectively use the organisation's technology environment. The role combines hands-on troubleshooting, end-user support, device administration, onboarding, IT training, documentation, and technology enablement.

The ideal candidate will have strong experience supporting both macOS/Apple and Windows environments, a structured troubleshooting approach, excellent communication skills, and a solid customer-service mindset.

Requirements

Key Responsibilities
- Provide first-line and advanced end-user IT support across hardware, software, applications, access, and connectivity issues.
- Diagnose and troubleshoot technical issues across macOS, Apple hardware, Windows, and PC environments.
- Provide support through ticketing systems, chat, email, phone, video,



and in-person interactions.
- Investigate issues systematically, identify root causes, and resolve incidents efficiently.
- Escalate complex or specialised issues to the appropriate technical teams with clear troubleshooting information.
- Support employees with technology-related questions and help them maximise the effective use of available tools.
- Provide technical training and guidance to employees and develop self-service resources where appropriate.
- Lead regular new-hire IT orientations and support Day 1 onboarding activities.
- Assist with device provisioning, user setup, access, and technology onboarding requirements.
- Participate in IT support on-call rotations and respond to critical issues when required.
- Maintain detailed documentation of incidents, resolutions, procedures, and recurring issues.
- Develop and maintain knowledge-base articles, user guides, and self-service documentation.
- Manag

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