Job Description

Job Description

We are looking for an experienced Senior IT Support Engineer to join our global End User Support team. This role will provide high-quality technical support to our employees and act as an escalation point for more complex technical issues.

The successful candidate will have solid hands-on experience supporting enterprise IT environments, excellent troubleshooting skills, and the ability to work collaboratively across a global organisation. The role will also contribute to major incident resolution, enterprise projects, endpoint management, documentation and hardware lifecycle activities.

Key Responsibilities
Work collaboratively with a global team of IT Support Engineers to provide consistent and effective end-user support.
Act as an escalation point for complex technical issues, providing guidance and support to other engineers where required.
Administer and troubleshoot Microsoft 365, including day-to-day user, application and access-related issues.
Provide technical support for both Windows and macOS devices within an enterprise workplace.
Manage and troubleshoot endpoint management solutions, including Microsoft Intune.
Diagnose and resolve hardware, software, application, access and endpoint-related incidents.
Contribute to the investigation,



troubleshooting and remediation of Major Incidents, working with other IT teams as required.
Manage incidents and service requests through enterprise ITSM/helpdesk platforms such as Jira Service Management (JSM), ensuring tickets are appropriately prioritised, documented, updated and escalated.
Create, maintain and regularly review knowledge base documentation, technical procedures and support articles.
Identify opportunities to improve, standardise or automate End User Support processes.
Participate in enterprise IT projects and initiatives, providing technical expertise and assisting with implementation and rollout activities.
Support employee onboarding and offboarding, including device provisioning, application deployment and account/access activities.
Maintain accurate hardware and asset records.
Manage hardware stock for users in India, including stock monitoring, forecasting future requirements and coordinating equipment orders to maintain appropriate availability.
Work with vendors and internal teams to coordinate hardware purchasing and delivery where required.
Provide guidance and knowledge sharing to other members of the support team.

📌 Senior It Support Engineer Pune
🏢 Xplor
📍 Pune