IT Support Engineer

Qube Cinema; Chennai District; On-site; INR 350,000 - 550,000; Full time

Job summary

Qube Cinema is seeking an IT Support Engineer to deliver L1/L2 end-user support, Microsoft 365 administration and endpoint/network assistance in a corporate environment. The role emphasizes proactive incident management, asset control and clear ticket documentation.

The candidate should reliably troubleshoot VPN, login, email and platform issues, while maintaining SLA targets and contributing to IT operations daily routines.

Qualifications

• 3–5 years of hands-on IT support experience in a corporate setting.
• Strong knowledge of Windows 10/11, M365 administration and Entra ID.
• Experience with AD, TCP/IP, DNS, DHCP, LAN/WAN, VPN troubleshooting.
• Familiarity with ITSM platforms and SLA-based incident management.
• Excellent problem-solving, written communication and customer service.

Responsibilities

• Provide L1/L2 end-user IT support across desktops, laptops, printers and apps.
• Log, categorize, prioritize, and resolve incidents using ITSM tools.
• Troubleshoot login, network, email, VPN and connectivity issues.
• Maintain ticket notes and SLA adherence; escalate as needed.
• Maintain asset records and assist with asset management processes.
• Create and maintain SOPs and troubleshooting guides.
• Coordinate asset allocation, returns and warranty support.
• Support regular reporting on ticket backlog and SLA performance.
• Escalate recurring issues to internal teams or vendors.

Skills

Windows 10/11

Microsoft 365 administration

Exchange Online

Teams

SharePoint Online

OneDrive

Microsoft Entra ID

Active Directory

TCP/IP

DNS

DHCP

LAN/WAN

Wi-Fi

VLAN basics

VPN troubleshooting

ITSM platforms (ManageEngine ServiceD…

SLA management

Analytical thinking

Customer service

Tools

ManageEngine ServiceDesk Plus

Job description

Role Overview

We are seeking a customer-focused IT Support Engineer to provide L1/L2 support and contribute to reliable day-to-day IT operations. The role covers end-user support, Microsoft 365 administration, Windows endpoint support, basic network troubleshooting, IT asset management, user access administration and service desk operations. The successful candidate will have practical experience in an enterprise environment, strong troubleshooting skills and the ability to manage incidents and service requests within agreed service-level targets.

Key Responsibilities

End-User Support and Service Desk:

• Provide L1/L2 support for desktops, laptops, printers, peripherals, operating systems and business applications.
• Log, categorise, prioritise, assign, update and close incidents and service requests using ManageEngine ServiceDesk Plus or a comparable ITSM platform.
• Troubleshoot login, performance, application, email, printer, VPN and connectivity issues using approved on-site and remote-support tools.
• Maintain clear ticket notes, resolution details and closure comments; monitor pending and overdue requests against defined SLAs.
• Identify recurring issues, perform initial root-cause analysis and escalated appropriately to internal teams or vendors.

Microsoft 365 and Access Administration:

• Administer Microsoft 365 user accounts, licences, groups and access through the Microsoft 365 admin centre and Microsoft Entra ID.
• Support Exchange Online, shared mailboxes, distribution groups, forwarding and basic mail-flow troubleshooting.
• Resolve issues involving Microsoft Teams, SharePoint Online, OneDrive and Microsoft 365 desktop applications.
• Manage password resets, account lockouts, MFA registration and authentication issues.
• Complete approved onboarding, role-change and offboarding activities, including access provisioning, removal and asset recovery.

Endpoint, Network and Security Support:

• Install, configure, patch and troubleshoot Windows 10/11 devices, enterprise applications, drivers and endpoint-security software.
• Diagnose hardware, startup, storage, memory and application issues; perform operating-system installation, imaging, backup and restoration when required.
• Troubleshoot LAN, Wi-FI, internet and VPN issues using standard tools such as ping, ipconfig, nslookup, tracert, arp and netstat.
• Assist specialist teams with IP addressing, DNS, DHCP, switch-port and VLANrelated issues.
• Apply organisational security standards, support antivirus and MFA requirements, and promptly escape phishing, malware or suspicious activity.

Asset Management and Documentation:

• Maintain accurate records of laptops, desktops, monitors, accessories, software, warranties, locations, ownership and assignments.
• Coordinate asset allocation, returns, repairs, replacements and warranty support with users and vendors.
• Create and maintain SOPs, knowledge-base articles, troubleshooting guides and operational checklists.
• Support regular reporting on ticket backlog, SLA performance, ageing requests, asset status and IT operations.

Required Skills and Experience:

• 3–5 years of hands‑on experience in IT support, helpdesk, desktop support or systems administration within a corporate environment.
• Strong working knowledge of Windows 10/11, Microsoft 365 administration, Exchange Online, Teams, SharePoint Online, OneDrive and Microsoft Entra ID.
• Practical understanding of Active Directory, TCP/IP, IPv4, DNS, DHCP, LAN/WAN, Wi-FI, VLAN fundamentals and VPN troubleshooting.
• Experience with ManageEngine ServiceDesk Plus or a similar ITSM platform, including SLA-based incident and request management.
• Competence in endpoint support, operating‑system deployment, hardware troubleshooting, patch management, backup and recovery, and IT asset management.
• Strong analytical, problem‑solving, written communication and customerservice skills.