IT Support Engineer

Welocalize, Inc; Gurgaon; On-site; INR 600,000 - 1,100,000; Full time

Job summary

Welocalize, Inc. in Gurugram, India is seeking an experienced IT Support Specialist to deliver L1–L2 desktop and cloud-based assistance to a global user base.

You will manage tickets via Zendesk, administer Microsoft 365 and Entra ID, and support Windows/macOS, Intune, Jamf, and other tools, ensuring security and SLA adherence. This role requires on-site work five days a week at our Gurugram office.

Qualifications

• 3+ years of hands-on IT support in a corporate environment.
• Strong experience with Windows and macOS support.
• Proven administration of Microsoft 365, Entra ID (Azure AD), Intune/Endpoint Manager, and device provisioning (AutoPilot).
• Scripting/automation with PowerShell; experience with Power Apps/Logic Apps is highly desirable.

Responsibilities

• Provide L1–L2 technical support to a global user base with SLA-focused ticket management.
• Triage, troubleshoot, and resolve tickets via Zendesk within agreed SLAs.
• Deliver desktop support for Windows and macOS; manage device provisioning and lifecycle.

Skills

Customer service

Communication

Stakeholder management

Time management

Education

Bachelor’s degree in Computer Science or equivalent

Tools

Zendesk

Intune/Endpoint Manager

Jamf

Mosyle

Microsoft 365

Entra ID (Azure AD)

PowerShell

Job description

If you have a Candidate Login already, but have forgotten your password please use the steps to reset your password. If you have forgotten your email login, please contact [e-mail] subject Workday Candidate Login When creating your Workday account and entering personal information like name, address, please do not use ALL CAPS. Thank you! NOTICE: For Privacy Policy please review here

Job Responsibilities: Provide L1–L2 technical support to a global user base with a focus on SLA-driven ticket management, excellent customer service, employee onboarding/offboarding and endpoint lifecycle management. Flexible, engaged and responsive in the adoption of continuously evolving support workflows.

Key responsibilities

• Service desk and SLAs Provide professional IT support via Zendesk; triage, troubleshoot, and resolve tickets within agreed SLAs.
• Manage and prioritize the support ticket queue using an SLA-driven approach, ensuring that highest to lowest priority tickets are responded to and resolved within agreed service levels.
• Maintain high CSAT, provide clear ticket communication, and timely escalations.
• Identify opportunities for improvement and adopt automation and AI (such as Zendesk AI features, AI support assistants) to improve and accelerate the support workflow (for example to aide in triage and draft responses).
• Team Development Flexible and engaged in the adoption new tools and workflows, including AI-assisted support tools, as part of a continuously evolving IT environment.
• Endpoints and operating systems Deliver in-depth desktop support for Windows and macOS.
• Provision and manage devices using AutoPilot, Intune/Endpoint Manager, and Jamf/Mosyle.
• Manage full laptop lifecycle: purchasing, replacements, warranty, returns, secure wipe/disposal, and accurate asset tracking (Workday).
• Identity, collaboration, and SaaS Administer Microsoft 365, Entra ID (Azure AD), and Exchange Online; support Teams, SharePoint, OneDrive.
• Support and manage onboarding/offboarding access provisioning, MFA, conditional access, and least-privilege practices.
• Support additional cloud platforms such as Citrix ShareFile, Okta, and Zendesk.
• Mobile Device Management (MDM) through Microsoft Intune, Jamf and Mosyle.
• Network and remote access Troubleshoot basic networking (DHCP, DNS, VPN, NAT, Wi‐Fi) and coordinate with network engineers/ISPs as needed.
• Security, compliance, and continuity Follow security and privacy standards (e.g., ISO 27001, GDPR) and participate in security incident response and phishing triage.
• Document and maintain internal and user-facing knowledge base articles.
• Collaboration Work effectively with a remote IT team across time zones; communicate proactively with stakeholders.

Education

Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.

Relevant certifications are an advantage.

Experience

3+ years of hands‑on IT support in a corporate environment.

Strong experience with Windows and macOS support.

Proven administration of Microsoft 365, Entra ID (Azure AD), Intune/Endpoint Manager, and device provisioning (AutoPilot).

Mobile device management with Intune, Jamf, or Mosyle.

Scripting/automation with PowerShell; experience with Power Apps/Logic Apps is highly desirable.

Networking fundamentals (DHCP, DNS, VPN, NAT) and troubleshooting.

Experience with major cloud/SaaS platforms (e.g., Okta, Citrix ShareFile, Zendesk) is a plus.

Key competencies

• Excellent customer service, communication, and stakeholder management.
• Comfortable adopting new tools and workflows, including AI-assisted support tools, as part of a continuously evolving IT environment.
• Methodical troubleshooting and problem-solving.
• Strong organization, prioritization, and time management; able to balance local and remote user needs.
• Ability to work independently and as part of a distributed team; proactive and accountable.

Additional Job Details

Languages Fluent English required.

Work conditions 5 days per week on-site Gurugram office with 2 or more days at the Noida office.

Nice to have Certifications

• Microsoft (MD-102/SC-900)
• Jamf 200/300
• CompTIA A+/Network+/Security+
• ITIL Foundation
• Apple ACSP

Welocalize is a leading technology-enabled provider of translation, localization, and AI-driven content solutions, helping businesses communicate, innovate, and grow globally. Specializing in complex and regulated industries, Welocalize delivers precise, scalable multilingual content through a powerful combination of advanced AI technologies and expert human talent. At the core is Welocalize’s AI-enabled OPAL platform, which transforms translation workflows by integrating machine translation (MT) and large language models (LLMs) to provide fast, accurate, and culturally relevant content in over 300 languages. With a commitment to excellence, Welocalize holds 7 ISO certifications. Welocalize is headquartered in New York with offices all over the globe.