Role Summary

We are looking for an intermediate-level IT Support Engineer to provide general IT support for our global corporate environment. This role will support employees with day-to-day technical issues, Windows/macOS laptop setup, local admin, software access, Microsoft 365 support, Office Wi-Fi, badge system and basic network troubleshooting, Windows365 Cloud PC support, and IT operational tasks.

Key Responsibilities

End-User IT Support

Provide Tier 1/Tier 2 support for employees, including:

- Laptop, desktop, monitor, keyboard, mouse, headset, and peripheral issues
- Windows and macOS troubleshooting
- Browser, VPN, Wi-Fi, audio/video, and conference room support
- Software installation and troubleshooting
- Operating system and software patch and upgrade
- Remote support for employees in different locations
- Employee Onboarding and Offboarding

Support IT onboarding and offboarding activities, including :

- Prepare laptops and user equipment
- Assist with account setup and access requests
- Help new hires with first-day IT setup
- Recover company equipment from departing employees
- Follow offboarding checklists to ensure access and assets are handled properly

Account and Application Support

- Password reset and MFA troubleshooting
- User account updates
- Distribution lists, shared mailboxes, and group membership changes
- Basic permissions troubleshooting
- Hardware and Asset Management

Help maintain IT inventory and equipment lifecycle, including :

- Track laptops, monitors, accessories, and spare devices
- Coordinate laptop shipping, replacement, and repairs
- Maintain asset records
- Support warranty claims and vendor repair cases
- Help standardize hardware setup and replacement process
- IT Operations and Ticket Management

Handle IT service requests and incidents through the company ticketing system :

- Respond to tickets within SLA
- Prioritize issues based on business impact
- Document troubleshooting steps clearly




- Escalate complex issues to senior engineers or other teams
- Follow up with users until issues are resolved
- Identify repeated issues and suggest process improvements
- Basic Network and Office IT Support

Provide basic support for office and remote connectivity issues, including :

- Wi-Fi troubleshooting
- VPN or secure access connectivity support
- Conference room AV support
- Basic switch, firewall, or ISP escalation coordination
- Work with infrastructure/network teams for complex issues
- Documentation and Process Improvement

Create and maintain IT documentation, including :

- How-to guides for employees
- Internal troubleshooting steps
- Onboarding and offboarding checklists
- Asset management procedures
- Common issue resolution guides
- IT support knowledge base articles

Required Qualifications

- 3-5 years of experience in IT support, desktop support, service desk, or IT administration
- Robust experience supporting Windows laptops
- Basic to intermediate macOS support experience
- Experience with Microsoft 365: Outlook, Teams, OneDrive, SharePoint, Office apps
- Experience troubleshooting hardware, software, network, and access issues
- Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or similar
- Good understanding of user accounts, groups, MFA, and basic access management
- Experience supporting remote users
- Strong written and verbal English communication skills
- Ability to work independently and follow documented processes
- Strong customer service mindset

Preferred Qualifications

- Experience with Microsoft Intune, Jamf, or other device management tools
- Experience with Entra ID / Azure AD basic administration
- Experience with Zoom, Slack, Google Workspace, or other collaboration tools
- Basic PowerShell scripting knowledge
- Experience with asset management tools
- Experience supporting global teams
- ITIL Foundation certification preferred but not required
- Microsoft 365 Fundamentals or Azure Fundamentals certification preferred

📌 IT Administrator (Hyderabad)
🏢 Truveta
📍 Hyderabad