It Support Engineer

Olive Crypto; Hyderabad; On-site; INR 300,000 - 540,000; Full time

Job summary

Olive Crypto in Hyderabad is seeking an IT Support Engineer to provide reliable L1/L2 support for employee endpoints and daily IT services. You will be the first line of help for Windows laptops, Microsoft 365, device and identity issues, and connectivity problems.

The role emphasizes hands-on troubleshooting, documented processes, and clear user guidance. Responsibilities include configuring and maintaining Windows devices, supporting Outlook/Teams, and aiding onboarding/offboarding.

Qualifications

• 12 years of hands-on experience in IT Support or Desktop Support.
• Strong troubleshooting skills with Windows 10/11 OS, hardware, drivers.
• Experience installing, configuring, and supporting enterprise applications.
• Solid Microsoft 365 user support, especially Outlook and Teams.
• Working knowledge of Intune, Entra ID, Exchange Online, and Defender in an endpoint-context.
• Good understanding of Active Directory / Entra ID concepts: users, groups, permissions, authentication, and Group Policy.
• Practical networking knowledge: TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPN, and proxy.
• Comfortable with Windows diagnostic tools such as Event Viewer, Device Manager, Services, Task Manager, Command Prompt, and PowerShell.
• Familiarity with endpoint security controls (Defender/EDR, BitLocker, firewall, compliance).
• Experience with ticketing systems, SLA-based support, and structured escalation.
• Clear written and spoken communication with non-technical users; able to work independently, prioritize, and document work cleanly.

Responsibilities

• Provide L1/L2 technical support for hardware, Windows OS, applications, email, and connectivity issues.
• Provision, configure, deploy, and maintain Windows laptops/desktops, including OS installation, updates, patching, and performance optimization.
• Diagnose and resolve endpoint hardware issues (performance, boot failures, storage, drivers, peripherals).
• Install, configure, update, and troubleshoot enterprise applications.
• Support Microsoft 365 for end users (Outlook, Teams, OneDrive, SharePoint).
• Support endpoint activities in Intune, Entra ID, Exchange Online, Defender.
• Troubleshoot network/connectivity issues (LAN, Wi-Fi, VPN, DNS, DHCP).
• Resolve Windows login/domain connectivity/profile/permissions issues using standard tools.
• Assist with endpoint security requirements (antivirus/EDR, BitLocker, firewall).
• Handle onboarding/offboarding: account coordination, device setup, access, asset recovery.
• Log, manage, and resolve incidents in the IT ticketing system; provide remote support as needed.
• Maintain asset records; update SOPs and knowledge-base articles.
• Identify recurring issues and escalate complex problems with notes.

Skills

Windows OS

Troubleshooting

Microsoft 365

Intune

Entra ID

Exchange Online

Active Directory

Networking

PowerShell basics

Ticketing systems

Documentation

Communication

Job description

We are hiring an IT Support Engineer to provide reliable L1/L2 support for employee endpoints and everyday IT services. You will be the first line of help for Windows laptops , Microsoft 365, device and identity issues, and connectivity problems. The role covers day-to-day troubleshooting, device lifecycle work, joiner/leaver support, and clear escalation when an issue needs a specialist team.This is a hands-on support role. Success means resolving most user issues quickly, keeping devices compliant and well documented, and leaving users with a clear explanation of what happened and what to do next.

Key responsibilities

• Provide L1/L2 technical support for hardware, Windows OS, applications, email, and connectivity issues.
• Provision, configure, deploy, and maintain Windows laptops and desktops, including OS installation, updates, patching, and performance optimization.
• Diagnose and resolve endpoint hardware issues, including performance, boot failures, storage, drivers, peripherals, docking stations, monitors, and printers.
• Install, configure, update, and troubleshoot enterprise applications and business software.
• Support Microsoft 365 for end users, including Outlook, Teams, OneDrive, and SharePoint, as well as common mail-flow, calendar, and shared-mailbox issues.
• Support endpoint and identity activities in Microsoft Intune, Entra ID, Exchange Online, and Microsoft Defender (device provisioning, compliance, accounts, groups, authentication, and access).
• Troubleshoot network and connectivity issues involving LAN, Wi-Fi, VPN, TCP/IP, DNS, DHCP, proxy, and internet access.
• Resolve Windows login, domain connectivity, profile, permissions, mapped drives, printers, and Group Policy issues using standard Windows diagnostic tools.
• Support endpoint security requirements such as antivirus/EDR, Microsoft Defender, BitLocker, firewall, and device compliance.
• Handle employee onboarding and offboarding: account coordination, device setup, application access, and asset recovery.
• Log, manage, and resolve incidents and service requests in the IT ticketing system, including remote support for users in other locations.
• Maintain accurate asset and allocation records; keep SOPs and knowledge-base articles up to date.
• Identify recurring issues, recommend practical improvements, and elevate complex infrastructure, security, or Microsoft 365 issues with complete troubleshooting notes.
• Coordinate with vendors for hardware warranty, software, and related support.

Required skills and experience

• 12 years of hands-on experience in IT Support or Desktop Support.
• Strong troubleshooting skills with Windows 10/11, including OS, hardware, drivers, BIOS/UEFI, storage, memory, and system performance.
• Experience installing, configuring, and supporting enterprise applications.
• Solid Microsoft 365 user support, especially Outlook and Teams.
• Working knowledge of Microsoft Intune, Entra ID, Exchange Online, and Microsoft Defender in an endpoint-support context.
• Good understanding of Active Directory / Entra ID concepts: user accounts, groups, permissions, authentication, and Group Policy.
• Practical networking knowledge: TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPN, and proxy.
• Comfortable with Windows diagnostic tools such as Event Viewer, Device Manager, Services, Task Manager, Command Prompt, and PowerShell.
• Familiarity with endpoint security controls (Defender/EDR, BitLocker, firewall, compliance).
• Experience with ticketing systems, SLA-based support, and structured escalation.
• Clear written and spoken communication with non-technical users; able to work independently, prioritize, and document work cleanly.

Nice to have

• Exposure to imaging or modern device provisioning (Autopilot / Intune enrollment).
• Basic PowerShell for support tasks (not development).
• Experience supporting a multi-site or remote workforce.
• ITIL Foundation or equivalent familiarity with incident and request processes.

How we will measure success

• Most L1/L2 tickets resolved at first or second contact, with accurate notes.
• Devices issued, recovered, and recorded without gaps.
• Users understand the resolution and next steps.
• Recurring issues are flagged instead of only closed one by one.
• Escalations include what was already tried, evidence, and impact.