IT Support Engineer

Infoya; Chennai District; On-site; INR 500,000 - 800,000; Full time

Job summary

Infoya is actively seeking an IT Support Engineer / IT Support Analyst to provide end-to-end IT support for employees, covering device provisioning, onboarding, hardware support, endpoint security, and troubleshooting.

The role requires hands-on experience with Windows 10/11, Microsoft 365, Active Directory/Entra ID, and endpoint management, along with strong communication and problem-solving abilities to support a global workforce.

Qualifications

• 5+ years of experience in IT Support / Desktop Support / EUC / IT Infrastructure Support.
• Strong hands-on experience with Windows 10/11, Microsoft 365, Active Directory/Entra ID, and endpoint management.
• Good knowledge of hardware troubleshooting, networking, VPN, endpoint security, antivirus/EDR, malware detection, and patch management.
• Strong communication, troubleshooting, problem-solving, and employee-facing support skills.
• Preferred: ITIL, Microsoft, CompTIA, or relevant technical certifications.

Responsibilities

• Provide L1/L2 technical support to employees for laptops, desktops, operating systems, applications, peripherals, and connectivity issues.
• Manage complete employee IT onboarding and offboarding, including laptop allocation, account setup, software installation, access provisioning, asset recovery, and device decommissioning.
• Perform laptop/desktop imaging, configuration, deployment, patching, and software installation as per company standards.
• Troubleshoot and maintain hardware components such as laptops, desktops, monitors, docking stations, printers, keyboards, batteries, RAM, and storage devices.
• Manage and support Microsoft 365 applications, Active Directory / Entra ID, VPN, Wi-Fi, LAN, and other workplace technologies.
• Administer endpoint devices using tools such as Microsoft Intune, SCCM/MECM, Windows Autopilot, or equivalent endpoint management platforms.
• Ensure endpoint security and compliance, including antivirus/EDR, firewall, BitLocker, security patches, device compliance, and security policy enforcement.
• Monitor and troubleshoot malware, virus, suspicious applications, unauthorized software, and endpoint security alerts, escalating security incidents to the Information Security team when required.
• Maintain accurate IT asset inventory, including device allocation, tracking, repair, replacement, warranty, and lifecycle management.
• Manage incidents and service requests through ITSM tools such as ServiceNow, Jira Service Management, Freshservice, or similar platforms, ensuring SLA adherence.
• Coordinate with Information Security, Network, Infrastructure, HR, Facilities, and external vendors to resolve technical issues and support employee requirements.
• Maintain IT documentation, SOPs, troubleshooting guides, and asset records, and identify opportunities to improve IT support processes.

Skills

IT Support

EUC

IT Infrastructure

Windows 10/11

Microsoft 365

Active Directory / Entra ID

Endpoint management

VPN / Networking

Endpoint security / EDR

Communication skills

Troubleshooting

Tools

Microsoft Intune

SCCM/MECM

Windows Autopilot

ServiceNow

Jira Service Management

Freshservice

Job description

Infoya is a global IT solutions provider specializing in transforming complex challenges into streamlined, AI-powered outcomes. Through proprietary technology accelerators and full-scale enterprise services, Infoya automates workflows, enhances operational efficiency, and drives digital transformation across industries. With a presence in Canada, the US, India, and Costa Rica, we blend technical depth with creative problem-solving to deliver measurable impact.

Job Description

Role Overview

We are looking for an experienced IT Support Engineer / IT Support Analyst to provide end-to-end IT support for employees, including device provisioning, onboarding, hardware support, endpoint security, and troubleshooting.

Key Responsibilities

• Provide L1/L2 technical support to employees for laptops, desktops, operating systems, applications, peripherals, and connectivity issues.
  
• Manage complete employee IT onboarding and offboarding, including laptop allocation, account setup, software installation, access provisioning, asset recovery, and device decommissioning.
  
• Perform laptop/desktop imaging, configuration, deployment, patching, and software installation as per company standards.
  
• Troubleshoot and maintain hardware components such as laptops, desktops, monitors, docking stations, printers, keyboards, batteries, RAM, and storage devices.
  
• Manage and support Microsoft 365 applications, Active Directory / Entra ID, VPN, Wi-Fi, LAN, and other workplace technologies.
  
• Administer endpoint devices using tools such as Microsoft Intune, SCCM/MECM, Windows Autopilot, or equivalent endpoint management platforms.
  
• Ensure endpoint security and compliance, including antivirus/EDR, firewall, BitLocker, security patches, device compliance, and security policy enforcement.
  
• Monitor and troubleshoot malware, virus, suspicious applications, unauthorized software, and endpoint security alerts, escalating security incidents to the Information Security team when required.
  
• Maintain accurate IT asset inventory, including device allocation, tracking, repair, replacement, warranty, and lifecycle management.
  
• Manage incidents and service requests through ITSM tools such as ServiceNow, Jira Service Management, Freshservice, or similar platforms, ensuring SLA adherence.
  
• Coordinate with Information Security, Network, Infrastructure, HR, Facilities, and external vendors to resolve technical issues and support employee requirements.
  
• Maintain IT documentation, SOPs, troubleshooting guides, and asset records, and identify opportunities to improve IT support processes.
  

Required Skills

• 5+ years of experience in IT Support / Desktop Support / EUC / IT Infrastructure Support.
  
• Strong hands-on experience with Windows 10/11, Microsoft 365, Active Directory/Entra ID, and endpoint management.
  
• Good knowledge of hardware troubleshooting, networking, VPN, endpoint security, antivirus/EDR, malware detection, and patch management.
  
• Strong communication, troubleshooting, problem-solving, and employee-facing support skills.
  

Preferred: ITIL, Microsoft, CompTIA, or relevant technical certifications.