IT Support Specialist

We are seeking an IT Support Specialist to provide L1-L2 technical support to a global user base. You will be responsible for SLA-driven ticket management, excellent customer service, employee onboarding/offboarding, and endpoint lifecycle management.

Key Responsibilities:

• Provide professional IT support via Zendesk; triage, troubleshoot, and resolve tickets within agreed SLAs.
• Manage and prioritize the support ticket queue using an SLA-driven approach.
• Maintain high CSAT, provide clear ticket communication, and timely escalations.
• Identify opportunities for improvement and adopt automation and AI to improve and accelerate the support workflow.
• Deliver in-depth desktop support for Windows and macOS.
• Provision and manage devices using AutoPilot, Intune/Endpoint Manager, and Jamf/Mosyle.
• Administer Microsoft 365, Entra ID (Azure AD), and Exchange Online; support Teams, SharePoint, OneDrive.
• Support and manage onboarding/offboarding access provisioning, MFA, conditional access, and least-privilege practices.
• Troubleshoot basic networking (DHCP, DNS, VPN, NAT, Wi-Fi) and coordinate with network engineers/ISPs as needed.
• Follow security and privacy standards (e.g., ISO 27001, GDPR) and participate in security incident response and phishing triage.
• Document and maintain internal and user-facing knowledge base articles.
• Work effectively with a remote IT team across time zones; communicate proactively with stakeholders.

Education:

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.

Experience:

• 3+ years of hands-on IT support in a corporate environment.
• Strong experience with Windows and macOS support.
• Proven administration of Microsoft 365, Entra ID (Azure AD), Intune/Endpoint Manager, and device provisioning (AutoPilot).
• Mobile device management with Intune, Jamf, or Mosyle.
• Scripting/automation with PowerShell; experience with Power Apps/Logic Apps is highly desirable.

Key Competencies:

• Excellent customer service, communication, and stakeholder management.
• Comfortable adopting new tools and workflows, including AI-assisted support tools, as part of a continuously evolving IT environment.
• Methodical troubleshooting and problem-solving.
• Strong organization, prioritization, and time management; able to balance local and remote user needs.
• Ability to work independently and as part of a distributed team; proactive and accountable.

Additional Job Details:

• Languages: Fluent English required.
• Work conditions: 5 days per week on-site Gurugram office with 2 or more days at the Noida office.