IT Support Engineer

Welocalize, Inc; Gurugram District; On-site; INR 600,000 - 800,000; Full time

Job summary

Welocalize, Inc in Gurugram/Noida region seeks an IT support specialist with 3+ years of experience to provide L1–L2 support for a global user base. You will handle service desk tickets via Zendesk, manage SLAs, and support Windows and macOS devices.

The role requires Microsoft 365 and Entra ID administration, Intune, Jamf/Mosyle, PowerShell scripting, and strong customer service. This hybrid on-site role offers collaboration across time zones with AI-enabled workflows.

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).
• Mobile device management with Intune, Jamf, or Mosyle.
• Scripting/automation with PowerShell; Power Apps/Logic Apps is highly desirable.
• Networking fundamentals (DHCP, DNS, VPN, NAT) and troubleshooting.
• Experience with major cloud/SaaS platforms (Okta, Citrix ShareFile, Zendesk) is a plus.

Responsibilities

• Provide professional IT support via Zendesk; triage, troubleshoot, and resolve tickets within SLAs.
• Manage and prioritize the support ticket queue using SLA-driven approach.
• Maintain high CSAT, provide clear ticket communication, and timely escalations.
• Identify opportunities for improvement and adopt automation and AI to improve workflows.
• 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 asset tracking (Workday).
• Administer Microsoft 365, Entra ID (Azure AD), and Exchange Online; support Teams, SharePoint, OneDrive.
• Support onboarding/offboarding access provisioning, MFA, conditional access, and least-privilege practices.
• Support additional cloud platforms such as Citrix ShareFile, Okta, and Zendesk.
• MDM through Microsoft Intune, Jamf, Mosyle.
• Network and remote access: Troubleshoot DHCP, DNS, VPN, NAT; coordinate with network engineers.
• Security, compliance, and continuity: follow ISO 27001, GDPR and participate in incident response and phishing triage.
• Document and maintain internal and user-facing knowledge base articles.
• Collaborate with a remote IT team across time zones; communicate proactively with stakeholders.

Skills

Customer service

IT support

Zendesk

Windows support

macOS support

Intune

Azure AD

Microsoft 365

PowerShell

Power Apps

Networking

SLA management

Education

Bachelor's degree in CS/IS

Tools

Intune/Endpoint Manager

Jamf/Mosyle

AutoPilot

Azure AD Entra ID

Exchange Online

Microsoft 365 admin

Okta

Zendesk

Job description

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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.