Role : Senior IT Support Engineer

Experience: 5+ yrs

Shift: Rotational shifts. Initial 2 to 4 months in US EST shift (night shift in India), after that rotation between US and India shifts.

We are looking for an experienced IT Support Executive to give remote laptop and end user computing (EUC) support from India to our growing US team. You will be the main IT contact for US staff during their working hours. Strong Microsoft 365 skills and clear communication with American users are a must.

Key Responsibilities

- Give remote support for user laptops, mostly Lenovo Windows laptops and some MacBooks, over Teams and remote control tools
- User onboarding and offboarding as per our standard checklist:
- Create user accounts in Active Directory
- Assign M365 licences as per the licence plan
- Set up group memberships, Jira/Confluence access and VPN access
- At exit, disable accounts, block sign-in, back up mail and remove access to all apps
- Microsoft 365 administration: Exchange Online (mail trace, quarantine, retention policies, DLs and mail-enabled security groups), Teams, SharePoint, OneDrive and licence management
- Entra ID user and group management, MFA, and B2B guest access for subcontractors
- Endpoint management with ManageEngine Endpoint Central: remote control, agent installation, patch deployment, software deployment, DLP and device policies, compliance reports and daily checks
- Log and follow up laptop hardware issues with the OEM (Lenovo), including warranty checks,



raising support cases and coordinating repairs with the user
- VPN support (Cisco Secure Client), including installation and troubleshooting
- Handle tickets in Jira Service Management within SLA, and keep the Confluence knowledge base updated
- Support periodic access reviews, security group reviews and unwanted software checks
- Coordinate with the US team for anything that needs a physical attention, and with the India IT team for escalations and shift handover

Must Have

- At least 5 years of hands-on experience in IT support or EUC
- Strong Microsoft 365 administration experience
- Good hands-on experience in user onboarding and offboarding
- Good knowledge of Active Directory and Entra ID
- Experience giving remote support to Windows and macOS laptop users
- Experience with ManageEngine Endpoint Central or a similar UEM or patching tool
- Excellent spoken and written English, with confidence in speaking with American users
- Willing to work in the US EST shift from India

Good to Have -

- Experience working with Lenovo or other OEM support for warranty and repairs
- Jira Service Management or a similar ITSM tool
- Cisco Secure Client VPN and basic networking knowledge
- Certifications such as MS-102, MD-102 or CompTIA A+

Soft Skills -

- Customer focused, patient and polite
- Able to work on their own during the night shift
- Positive at documenting work and following SOPs

Interested candidates can mail their resume at [email protected]

📌 Hiring IT Support Professional _ Inadev India (Kolkata)
🏢 INADEV
📍 Kolkata