# IT Support Specialist

**Company**: WeLocalize
**Location**: Gurgaon
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://welocalize.wd1.myworkdayjobs.com/en-US/welocalize/job/Gurgaon/IT-Support-Engineer_R0007831?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/it-support-specialist-07f66ea1-0d0/

## Description

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.

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## Skills

### Required
- Windows
- macOS
- Microsoft 365
- Entra ID
- Intune
- Endpoint Manager
- Zendesk
- PowerShell
- Networking fundamentals

### Nice to have
- Microsoft (MD-102/SC-900)
- Jamf 200/300
- CompTIA A+/Network+/Security+
- ITIL Foundation
- Apple ACSP

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Source: [Apply at welocalize.wd1.myworkdayjobs.com](https://welocalize.wd1.myworkdayjobs.com/en-US/welocalize/job/Gurgaon/IT-Support-Engineer_R0007831?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)