End User Support Engineer

CMS It Services; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

CMS It Services in Hyderabad, India seeks an End User Support Engineer with 1.5–2.5 years of hands-on experience to deliver daily desktop and user support. You will troubleshoot hardware and software, manage incidents via ticketing tools, and perform basic AD, O365, and BitLocker tasks.

You’ll support SCCM deployments, handle basic network issues, and maintain clear documentation while ensuring timely resolutions.

Qualifications

• : 1.5–2.5 years of experience in End User Support, Desktop Support, IT Helpdesk, or Service Desk.
• : Good English communication skills (verbal and written).
• : Hands-on experience with IT ticketing/service management tools.
• : Basic knowledge of Active Directory.
• : Basic knowledge of Microsoft Office 365.
• : Basic understanding of BitLocker encryption.
• : Basic knowledge of SCCM.
• : Basic hardware troubleshooting.
• : Basic network troubleshooting.

Responsibilities

• Provide Level 1/Level 2 technical support to end users for hardware and software issues.
• Troubleshoot desktops, laptops, printers, peripherals, and other IT equipment.
• Log, update, track, and resolve incidents and service requests using ticketing tools.
• Perform basic Active Directory activities such as password resets, account unlocks, and user administration.
• Provide basic support for Microsoft Office 365 applications.
• Troubleshoot and support BitLocker encryption and endpoint security issues.
• Assist with software deployment, updates, and system management using SCCM.
• Perform basic network troubleshooting (LAN, Wi-Fi, IP configuration, connectivity).
• Follow IT support procedures and ensure tickets are resolved within defined timelines.
• Escalate complex issues to infrastructure or application teams.
• Maintain documentation of incidents, troubleshooting steps, and resolutions.
• Provide professional and courteous support to users.

Skills

End User Support

Desktop Support

IT Helpdesk

Service Desk

Active Directory

Microsoft Office 365

BitLocker encryption

SCCM

Ticketing tools

Networking basics

English communication

Hardware troubleshooting

Network troubleshooting

Tools

Ticketing tools

SCCM

Office 365

Job description

Role & responsibilities

We are looking for an End User Support Engineer with 1.52.5 years of experience to provide day-to-day technical support to end users. The ideal candidate should have good English communication skills and a basic understanding of desktop support, Microsoft technologies, Active Directory, networking, and IT service management.

Key Responsibilities:

• Provide Level 1/Level 2 technical support to end users for hardware and software-related issues.
• Troubleshoot desktops, laptops, printers, peripherals, and other IT equipment.
• Log, update, track, and resolve incidents and service requests using ticketing tools.
• Perform basic Active Directory activities such as password resets, account unlocks, and user administration.
• Provide basic support for Microsoft Office 365 applications and related issues.
• Troubleshoot and support BitLocker encryption and related endpoint security issues.
• Assist with software deployment, updates, and system management using SCCM.
• Perform basic network troubleshooting, including LAN, Wi-Fi, IP configuration, and connectivity issues.
• Follow standard IT support procedures and ensure tickets are resolved within defined timelines.
• Escalate complex technical issues to the appropriate infrastructure or application teams.
• Maintain proper documentation of incidents, troubleshooting steps, and resolutions.
• Provide professional and courteous support to users while maintaining good customer service standards.

Required Skills & Qualifications:

• 1.5–2.5 years of experience in End User Support, Desktop Support, IT Helpdesk, or Service Desk.
• Good English communication skills, both verbal and written.
• Hands-on experience with IT ticketing/service management tools.
• Basic knowledge of Active Directory.
• Basic knowledge of Microsoft Office 365.
• Basic understanding of BitLocker encryption.
• Basic knowledge of SCCM.
• Good understanding of basic hardware troubleshooting.
• Basic understanding of network troubleshooting.
• Ability to diagnose problems, identify root causes, and provide timely solutions.
• Good customer service and interpersonal skills.
• Willingness to work in a team-oriented support environment.

Preferred Candidate Profile:

The ideal candidate should be a customer-focused IT support professional who can independently handle common end-user issues, communicate effectively with users, and escalatim complex problems appropriately.

Keywords:

End User Support | Desktop Support | IT Helpdesk | Service Desk | Active Directory | O365 | BitLocker | SCCM | Ticketing Tool | Hardware Troubleshooting | Network Troubleshooting