Role & responsibilities

- Provide technical support to end users through phone, email, Microsoft Teams, and in office assistance.

- Troubleshoot and resolve hardware, software, and operating system issues on Windows laptops, desktops, printers, mobile devices, and peripheral equipment.

- Support and administer Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office applications.

- Handle user account management, password resets, access provisioning, and application access requests through ServiceNow.

- Manage and resolve incidents, service requests, and escalations while ensuring compliance with defined SLAs and service standards.

- Troubleshoot network-related issues, including LAN, WAN, Wi-Fi, VPN connectivity, and basic network infrastructure problems.

- Maintain IT asset inventory, stock management, asset allocation, and lifecycle management processes.

- Coordinate employee onboarding, offboarding, and internal transfers by provisioning IT equipment, system access, and workplace technology resources.

- Support conference rooms, AV systems, Microsoft Teams Rooms, and video conferencing technologies to ensure smooth business meetings and collaboration.

- Collaborate with Global IT teams, Service Desk teams,



and third-party service providers to investigate and resolve complex technical issues.

- Support IT security initiatives, including Multi-Factor Authentication (MFA), endpoint security, compliance requirements, and adherence to corporate IT policies.

- Create and maintain technical documentation, user guides, and knowledge base articles.

- Monitor and proactively address recurring IT issues to improve user experience and service delivery.

- Ensure minimal downtime and maintain a high level of customer satisfaction across all support activities.

Preferred candidate profile

- 2-3 years of experience in IT Help Desk, Desktop Support, or End-User Computing (EUC) support.

- Solid knowledge of Windows operating systems and Microsoft 365 ecosystem.

- Experience working with ServiceNow or similar ITSM platforms.

- Knowledge of LAN/WAN, Wi-Fi, VPN, TCP/IP, and basic network troubleshooting.

- Experience supporting Microsoft Teams Rooms, meeting room technologies, and AV equipment.

- Understanding of IT asset management and inventory control processes.

- Strong communication, troubleshooting, and customer service skills.

Ability to work independently and coordinate effectively with global teams.

Perks and benefits

Medical Insurance

📌 Desktop Engineer or IT Support Engineer or IT Help Desk (Hyderabad)
🏢 Asia Pacific Systems
📍 Hyderabad