IT Support Engineer

qubecinema; Chennai District; On-site; INR 420,000 - 540,000; Full time

Job summary

quip ebe cinema is seeking an IT Support Engineer to deliver reliable L1/L2 end-user support and manage Microsoft 365 admin tasks in a corporate environment.

The role emphasizes troubleshooting across endpoints, networks and security, asset management and effective ticket handling within defined SLAs. A 3–5 year background in IT support and strong communication are essential for success.

Qualifications

• Bachelor’s degree or diploma in CS/IT/Electronics or related field.
• 3–5 years hands-on IT support or helpdesk experience in a corporate environment.
• Strong troubleshooting, incident management and communication skills.

Responsibilities

• Provide L1/L2 end-user support for desktops, laptops, printers, applications and peripherals.
• Log, classify and resolve incidents and service requests with defined SLAs.
• Troubleshoot login, performance, email, VPN and connectivity issues using standard tools.
• Maintain clear ticket notes and escalation where needed; monitor backlog and ageing requests.
• Administer Microsoft 365 accounts, licenses, Exchange Online, Teams and SharePoint Online.
• Assist with endpoint, network and security tasks per policy and SOPs.

Skills

Windows 10/11

Microsoft 365 Admin

Active Directory

ITSM tooling

Customer service

Education

Bachelor’s degree or diploma in CS/IT/Electronics

Tools

ManageEngine ServiceDesk Plus

Microsoft Entra ID

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 elevate 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 VLAN-related issues.
• Apply organisational security standards, support antivirus and MFA requirements, and promptly elevate 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.
• Ability to prioritise competing requests, work independently and collaborate effectively with internal teams and external vendors.
• Willingness to work shifts or provide support outside normal business hours when operationally required.

Qualifications

• Bachelor’s degree or diploma in Computer Science, Information Technology, Electronics or a related discipline.
• Relevant professional certifications are advantageous, including Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Fundamentals, Microsoft Azure Fundamentals, Cisco CCNA, ITIL Foundation, CompTIA A+ or CompTIA Network+.

Candidate Profile

The ideal candidate is service-oriented, organised and comfortable taking ownership of L1/L2 incidents from initial diagnosis through resolution. They communicate clearly with users, maintain accurate records and coordinate effectively with technical teams and vendors to deliver a reliable, secure and positive end-user experience.