IT Support Engineer

Glory Global; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Glory Global in India seeks an experienced IT Support Engineer (Level 2) to resolve incidents and fulfill service requests. You will work with ServiceNow to maintain SLAs, configure hardware and supporting applications, and manage assets across Windows 11, Azure, VMware, Office 365 and Oracle cloud tools.

The role covers onsite and remote device support, asset lifecycle, vendor liaison, and collaboration with regional teams to ensure infrastructure reliability and DR readiness.

Qualifications

• 10+ years of on-site IT end-user computing and basic infrastructure support.
• Experience with Windows desktop OS; Windows 11 preferred.

Responsibilities

• Resolve Level 2 incidents and service requests in ServiceNow within SLA.
• Install, configure, diagnose, repair, and upgrade IT hardware and supporting applications.
• Administer and support Windows 11, MS Azure Suite, PatchMyPC, VMware, Office 365, RingCentral, Oracle JD Edwards and other Oracle cloud apps.
• Maintain accurate IT hardware, software and licence data for assets.
• Manage hardware lifecycle, procurement processes and vendor coordination.
• Support Dell/HP hardware onsite and remote devices.
• Order, configure and support Apple and Android devices.
• Administer printers and video conferencing solutions.
• Assist Infrastructure Management team to ensure servers and networks run smoothly.
• Test and update Disaster Recovery plans; contribute to reporting statistics.
• Support local, regional and global IT and Information Security projects.

Skills

Customer service

Troubleshooting

Technical mindset

Analytical thinking

Initiative

Team player

Multinational experience

Tools

ServiceNow

Windows 11

Azure

VMware

Office 365

Oracle JD Edwards

Job description

ROLE TITLE: IT Support Engineer
FUNCTION: IT Operations

REGION: Asia Pacific

REPORTING: IS Operations Manager, APAC

LOCATION: India

ROLE PURPOSE

The Level 2 IT Support Engineer is responsible for resolving incidents and fulfilling service requests, ensuring adherence to predefined processes, procedures and guidelines to meet customer needs.

This position is an exciting opportunity to work with best of breed technologies in a fast paced, vibrant working environment. The role provides a great opportunity for building and developing new skills, as well as opportunities to collaborate with colleagues abroad on technology-based projects.

Key Responsibilities

MAIN RESPONSIBILITIES

• Utilise the ITSM platform (ServiceNow) to resolve Level 2 incidents and fulfill service requests within SLA.
• Install, configure, diagnose, repair, maintain and upgrade IT hardware and supporting applications to ensure optimal performance while managing stakeholder expectations.
• Administer and support Windows 11, MS Azure Suite (including Entra, Defender, Autopilot), PatchMyPC, VMware, Office 365, RingCentral Cloud Telephony, Oracle JD Edwards and other Oracle cloud-based applications.
• Manage and maintain accurate IT hardware, software and licence data for all assets under their remit.
• Manage the hardware asset lifecycle, hardware procurement processes and vendors to ensure assets are available and delivered in a timely manner.
• Work with Dell and HP hardware and peripherals, including imaging and support for both onsite and remote field-based devices.
• Order, configure and support Apple and Android devices.
• Administer local printers and video conferencing solutions.
• Support the Infrastructure Management team to ensure server, communication, and infrastructure work is carried out, and hardware maintained.
• Test and update local Disaster Recovery plans in line with business needs.
• Define and execute improvement actions; document IT technical guides and contribute to reporting statistics as required.
• Support local, regional, and global IT and Information Security projects as required.

Skills, Knowledge & Expertise

REQUIRED EXPERIENCE AND QUALIFICATIONS

• A seasoned level 2 Desktop Support Engineer with at least 10 years of relevant experience in onsite IT end-user computing and basic infrastructure support.
• Experience with various versions of Windows Desktop OS. Windows 11 qualified preferred.

REQUIRED SKILLS AND COMPETENCIES

• Excellent customer service skills with proven ability to communicate effectively at all levels and manage stakeholders’ expectations.
• Excellent troubleshooting capabilities.
• Good technical mindset.
• Strong analytical and problem-solving abilities, with good attention to detail.
• Self-starter with the ability to take initiative and work independently under minimal supervision.
• Team player with a collaborative mindset.
• Experience working in a multinational corporation (MNC) environment.