Senior IT Support Engineer

We are seeking an experienced Senior IT Support Engineer to join our global End User Support team. The successful candidate will provide high-quality technical support to our employees, act as an escalation point for complex technical issues, and contribute to major incident resolution, enterprise projects, endpoint management, documentation, and hardware lifecycle activities.

Key Responsibilities:

• Collaborate 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.
• 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 environment.
• 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).
• Create, maintain, and regularly review knowledge base documentation, technical procedures, and support articles.
• Identify opportunities to improve, standardize, 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.
• 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.

QUALIFICATIONS:

• 4+ years' experience working in End User Support, IT Support, or a similar enterprise IT environment.
• Strong troubleshooting skills and experience resolving complex end-user technical issues.
• Strong working knowledge of Microsoft 365 administration and troubleshooting.
• Hands-on experience supporting Windows and macOS devices.
• Experience administering or supporting devices through Microsoft Intune.
• Experience working with enterprise ITSM/helpdesk platforms such as Jira Service Management, ServiceNow, or similar.
• Experience managing incidents and service requests through their full lifecycle.
• Strong documentation skills with experience creating technical procedures and knowledge base articles.
• Good understanding of endpoint hardware, software, and application troubleshooting.
• Strong written and verbal communication skills.
• Ability to work independently while collaborating effectively with colleagues across different regions and time zones.
• Strong organizational skills with the ability to prioritize multiple incidents, requests, and project activities.