IT Support Engineer

Welo Global; Gurgaon; Hybrid; INR 400,000 - 700,000; Full time

Job summary

Welo Global is seeking an experienced IT Support professional to drive L1–L2 ticket resolution for a global user base. You will triage, troubleshoot, and resolve tickets with SLA adherence while enabling onboarding/offboarding processes and endpoint lifecycle management.

The role covers desktop support for Windows and macOS, device provisioning via Intune and Jamf, and administration of M365, Entra ID, and Exchange Online.

Qualifications

• Minimum 3+ years of hands-on IT support in a corporate setting.
• Strong experience with Windows and macOS desktop support.
• Experience administering Microsoft 365, Entra ID, and Exchange Online.

Responsibilities

• Provide L1–L2 IT support via Zendesk and manage SLA-driven tickets.
• Deliver Windows and macOS desktop support; manage devices via Intune and Jamf.
• Administer Microsoft 365, Entra ID, and Exchange Online; support onboarding/offboarding.
• Coordinate with remote teams across time zones; ensure CSAT and timely escalations.
• Document knowledge base articles and contribute to automation initiatives.

Skills

Customer service

Troubleshooting

Stakeholder management

Communication

Team collaboration

Education

Bachelor's degree in Computer Science or related field

Tools

Zendesk

Intune/Endpoint Manager

Jamf/Mosyle

Microsoft 365

Entra ID / Azure AD

Exchange Online

Okta

ShareFile

Job description

About Welo Global

Welo Global is a leader in multilingual AI, technology, and content solutions serving over 2,000 clients in 300 languages. The company combines globally scaled multilingual infrastructure, including a network of over500,000linguists and domain experts, with advanced NLP, computational linguistics, and best-in-class compliance backed by seven ISO certifications. WeloGlobal’sfivebrands—Welocalize(multilingual content and localization services for global enterprises), Park IP (intellectual property and patent translation services forlaw firms and corporate legal teams), Welo Life Sciences (regulated language and compliance-aligned content solutions for pharmaceutical, biotech, and medical device organizations), Adapt (multilingual performance-led digital marketing agency), and Welo Data (multilingual data generation, evaluation, and human data infrastructure for AI systems)—serve distinct customer segments with purpose-built expertise, fit-for-purpose solutions, and supporting technology. weloglobal.com

Job Reference: #LI-JC1

Job Description-

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 ??

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 Description-

Languages

• Fluent English required.

Work conditions

• 3 days a week from the Gurugram office and 2 days from the Noida office, total 5 days a week.

Nice to have

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