IT Services Engineer - End User & Workplace Technology Support

Qualys Security Techservices Private Limited; Pune District; In loco; INR 450.000 - 650.000; Tempo pieno

Descrizione del lavoro

Qualys Security Techservices Private Limited is seeking an IT Services Engineer in Pune to deliver reliable, secure end-user support across Windows, macOS, and Office 365 platforms.

You will manage incidents, handle identity & access, and provide white-glove support to executives while ensuring smooth tech operations for both office and remote environments.

Competenze

• 2–5 years of experience in IT support, end-user services, or workplace technology operations.
• Strong hands-on experience troubleshooting and supporting Windows 11 and macOS (Iru or similar macOS management tools).
• Proven experience with Microsoft 365 administration and user support.
• Working knowledge of Active Directory, Okta SSO, MFA, account administration, and access troubleshooting.
• Experience with FreshService, Jira, or a similar ITSM platform.
• Working knowledge of Intune, MECM, or comparable endpoint-management tools.
• Foundational knowledge of networking, hardware, conferencing, and audiovisual support.
• Excellent communication, customer-service, and documentation skills, with the ability to stay composed in high pressure situations.

Mansioni

• Provide onsite and remote technical support for laptops, desktops, Windows and macOS, applications, mobile devices, printers, and peripherals.
• Manage incidents and service requests through the ITSM platform within defined SLAs, ensuring accurate categorization, prioritization, documentation, routing, resolution, and escalation.
• Administer identity and access, including application assignments, group memberships, MFA, SSO, and authentication issues, and support onboarding, transfers, contractor setup, and offboarding.
• Support Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive, and Intune), including shared mailboxes, distribution groups, permissions, archives, and licensing.
• Deliver white-glove support for executives and VIP users, ensuring technology readiness for executive meetings, presentations, and visits.
• Support and troubleshoot Zoom, Microsoft Teams, Zoom Rooms, and conference room AV, and provide live support for town halls, training sessions, and key business meetings.
• Perform proactive conference room and meeting technology checks to minimize disruption.
• Deploy and maintain endpoints and peripherals, and support asset inventory, hardware lifecycle, device compliance, patching, and endpoint readiness.
• Participate in the weekend on-call rotation to handle critical incidents, perform initial troubleshooting, coordinate escalations, and restore service quickly.
• Create and maintain SOPs, knowledge articles, FAQs, and user guides, and contribute to improvements in support quality, self-service, and operational efficiency.
• Follow corporate security standards, access-control requirements, and IT policies.

Conoscenze

Windows 11 troubleshooting

Microsoft 365 administration

Active Directory / Okta SSO

ITSM platforms (FreshService/Jira)

Endpoint management (Intune/MECM)

Networking basics

Communication & documentation

Formazione

BE / B.Tech / BCA / MCA / BSc

Strumenti

FreshService

Jira

Intune

MECM

Okta

PowerShell

Descrizione del lavoro

IT Services Engineer

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! IT Services Engineer Job Description Deliver reliable, secure, and responsive end-user support while maintaining core workplace technology services. The role covers hardware, software, identity and access, Microsoft 365, collaboration and conferencing platforms, employee lifecycle activities, and IT service operations, with a strong focus on executive support and a seamless user experience across office and remote environments.

Responsibilities

• Provide onsite and remote technical support for laptops, desktops, Windows and macOS, applications, mobile devices, printers, and peripherals.
• Manage incidents and service requests through the ITSM platform within defined SLAs, ensuring accurate categorization, prioritization, documentation, routing, resolution, and escalation.
• Administer identity and access, including application assignments, group memberships, MFA, SSO, and authentication issues, and support onboarding, transfers, contractor setup, and offboarding.
• Support Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive, and Intune), including shared mailboxes, distribution groups, permissions, archives, and licensing.
• Deliver white-glove support for executives and VIP users, ensuring technology readiness for executive meetings, presentations, and visits.
• Support and troubleshoot Zoom, Microsoft Teams, Zoom Rooms, and conference room AV, and provide live support for town halls, training sessions, and key business meetings.
• Perform proactive conference room and meeting technology checks to minimize disruption.
• Deploy and maintain endpoints and peripherals, and support asset inventory, hardware lifecycle, device compliance, patching, and endpoint readiness.
• Participate in the weekend on-call rotation to handle critical incidents, perform initial troubleshooting, coordinate escalations, and restore service quickly.
• Create and maintain SOPs, knowledge articles, FAQs, and user guides, and contribute to improvements in support quality, self-service, and operational efficiency.
• Follow corporate security standards, access-control requirements, and IT policies.

Required Qualifications

• 2–5 years of experience in IT support, end-user services, or workplace technology operations.
• Strong hands-on experience troubleshooting and supporting Windows 11 and macOS (Iru or similar macOS management tools).
• Proven experience with Microsoft 365 administration and user support.
• Working knowledge of Active Directory, Okta SSO, MFA, account administration, and access troubleshooting.
• Experience with FreshService, Jira, or a similar ITSM platform.
• Working knowledge of Intune, MECM, or comparable endpoint-management tools.
• Foundational knowledge of networking, hardware, conferencing, and audiovisual support.
• Excellent communication, customer-service, and documentation skills, with the ability to stay composed in high pressure situations.

Preferred Qualifications

• Experience supporting executives and VIP users in a white-glove service model.
• Hands-on experience with Zoom Rooms, Teams Rooms, and enterprise conference room AV systems.
• Experience supporting large-scale events such as town halls and all-hands meeting.
• Exposure to Okta administration, automation, or scripting (e.g., PowerShell, Bash) to improve support efficiency.
• Relevant certifications such as Microsoft 365 Certified: Endpoint Administrator Associate, ITIL Foundation, CompTIA A+, or Apple Certified Support Professional.

Educational Qualification

• BE/B.Tech/BCA/MCA or B.Sc., preferably in Computer Science, Information Technology, or related field.

Experience Level

• Mid Level