IT Support Engineer

msg global solutions ag; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Benefits offered by this job

Incentive payment

Private medical insurance

Job summary

msg global solutions is seeking a skilled Helpdesk/ IT Support professional to be the first point of contact for users, handling incidents via phone, email, or tickets. You will perform remote troubleshooting, guide users through resolutions, and escalate complex issues when needed.

You will log all activities, ensure SLA adherence, and contribute to IT service improvements. A diploma or degree in CS/EC/Telecom or BCA is preferred, with a strong emphasis on customer service and teamwork.

Qualifications

• Hands-on experience in desktop support and end-user troubleshooting.
• Strong communication, interpersonal, and time-management skills.
• Experience as Helpdesk Engineer, IT Support, Desktop Support, or similar role.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems.
• Perform remote troubleshooting using appropriate diagnostic techniques and effective questioning.
• Identify and implement the most appropriate solution based on the reported issue and available information.
• Guide users through troubleshooting and problem-resolution processes.
• Escalate unresolved or complex issues to the appropriate support teams.
• Log and document incidents, service requests, troubleshooting activities, and resolutions in the ticketing system.
• Follow up with users on open requests and ensure tickets are updated and resolved within agreed service levels
• Communicate user feedback and suggestions to relevant internal teams.

Skills

End-user support

Windows and macOS

Communication skills

Time management

Remote troubleshooting

Ticketing tools

Education

Diploma in Computer Science or related

B.Tech./B.E./B.Sc. in CS/EC/Telecommunications

BCA

Tools

Remote desktop tools

ITIL familiarity

Job description

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msg global solutions is a systems integrator, software development partner, and managed services provider focused on SAP solutions for multiple industries. Our services include strategies for accounting, finance, regulatory reporting, performance management, sustainability, customer experience, and IoT. Operating from offices across the globe and growing, we help clients achieve operational efficiency and improve decision-making capabilities. With deep industry knowledge, technical expertise, and a diverse range of perspectives, our people spark change and create innovative solutions to complex operational issues. Our goal is to create long-lasting client relationships built on trust and dependability.

msg global solutions is part of msg, an independent, international group of companies with more than 10,000 employees around the world.

What you will do

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems.
• Perform remote troubleshooting using appropriate diagnostic techniques and effective questioning.
• Identify and implement the most appropriate solution based on the reported issue and available information.
• Guide users through troubleshooting and problem-resolution processes.
• Escalate unresolved or complex issues to the appropriate support teams.
• Provide accurate information regarding IT products, services, procedures, and policies.
• Log and document incidents, service requests, troubleshooting activities, and resolutions in the ticketing system.
• Follow up with users on open requests and ensure tickets are updated and resolved within agreed service levels
• Communicate user feedback and suggestions to relevant internal teams.
• Identify opportunities for process improvement and contribute to IT service enhancement initiatives.
• Perform imaging and installation of corporate laptop devices.
• Support the deployment, configuration, and replacement of corporate IT equipment.
• Assist with maintaining IT asset records and ensuring devices are prepared according to corporate standards.

What skillsets you should have

• Strong communication, interpersonal, and time-management skills.
• Hands-on experience in desktop support and end-user troubleshooting.
• Proven experience in a Helpdesk Engineer, IT Support, Desktop Support, or similar role.
• Good working knowledge of Windows, macOS, and common IT peripherals.
• Ability to work under pressure and prioritize tasks based on business impact and urgency.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Eagerness to learn new technologies and continuously expand technical skills.
• Ability to work independently as well as collaboratively within a global IT support environment.
• Familiarity with ITIL principles and ticketing tools is an added advantage.
• Diploma, B.Tech., B.E., B.Sc. in Computer Science, Electronics, Telecommunications, or a related field
• BCA or equivalent qualification

Nice to have

• Experience with firewalls, IP phones, NAS, and SAN technologies.
• Exposure to IT security, backup solutions, and disaster recovery environments.
• Basic understanding of Windows Server administration.
• Exposure to virtualization technologies such as VMware and Hyper-V.
• Familiarity with cloud services and modern workplace technologies.
• Experience with device imaging, deployment, and endpoint management tools.

What we offer

• An encouraging, challenging work environment and opportunities for working.
• Opportunities for domain learning, career growth and internationalexposure.
• Competitive compensation packages including incentive payment andprivate medical insurance

About msg global solutions

msg global is an Equal Opportunity Employer. Equal Employment Opportunity has been, and will continue to be, a fundamental principle for us. At the heart of this policy is our commitment that we make job related decisions based on the job related criteria. More specifically, employment is based on personal capabilities and qualifications without discrimination based on race, color, religion, sex, age, national origin, disability, sexual orientation, marital status, ancestry, veteran status or any other protected characteristic as established by law. These principles are to be applied to policies and procedures relating to recruitment and hiring, compensation, benefits, termination and all other terms and conditions of employment.