IT Support Engineer – L1/L2

Sia; Maharashtra; On-site; INR 300,000 - 600,000; Full time

Job summary

Sia in Mumbai is seeking an IT Support Technician N1/N2 to join a global IT Helpdesk team. You will provide first and second-level support to end users worldwide, handling incidents and service requests with a focus on timely resolution and user satisfaction.

Responsibilities include diagnosing hardware, software, and network issues, managing access rights, deploying workstations, and maintaining documentation.

Qualifications

• Bachelor's degree in IT, CS or related field.
• 2–5 years of IT support experience (L1/L2).
• Experience in an international environment is a plus.

Responsibilities

• Provide Level 1 and Level 2 IT support to end users via ticketing system, phone, Teams, or on-site.
• Diagnose and resolve hardware, software, and network incidents.
• Manage user requests including account creation, access rights, and software installation.
• Escalate complex issues to higher support levels as needed.
• Maintain documentation of incidents and resolutions and contribute to knowledge base.
• Support VIP users when required and ensure high customer satisfaction.

Skills

Strong communication

Customer-oriented

Prioritization

Team player

Willingness to learn

Education

Bachelor's degree in IT/CS

Tools

Microsoft 365

Entra ID / Azure AD

Intune

Kandji

Windows

Mac OS

Ticketing systems

Job description

Sia is a next-generation, global management consulting group. Founded in 1999, we were borndigital. Today our strategy and management capabilities are augmented by data science, enhanced bycreativityand drivenby responsibility.We're optimists forchangeand we help clientsinitiate,navigateandbenefitfrom transformation. We believe optimism is aforce multiplier, helping clients to mitigate downside andmaximizeopportunity.

Withexpertiseacross a broad range of sectors and services, our 3,000 consultants serve clients worldwide from 48 locations in19 countries.Ourexpertisedelivers results. Our optimism transforms outcomes.

Reporting to the IT Manager, you will join an international IT Helpdesk team currently composed of members based in France and the United States, with ongoing expansion in India, Mumbai.

As an IT Support Technician N1/N2, you will be responsible for providing first and second-level technical support to end users worldwide. You will handle incidents and service requests, ensuring timely resolution and a high level of user satisfaction.

You will play a key role in maintaining the quality of IT services by resolving issues efficiently, escalating when necessary, and contributing to continuous improvement of support processes.

Key Responsibilities

Operational Support

• Provide Level 1 and Level 2 support to end users via ticketing system, phone, Teams, or on-site.

• Diagnose and resolve hardware, software, and network-related incidents.

• Manage user requests including account creation, access rights, and software installation.

• Escalate complex issues to higher support levels when necessary.

• Ensure proper documentation of incidents and resolutions.

User Support & Experience

• Assist users with day-to-day IT issues, ensuring a high level of customer satisfaction.

• Provide support to VIP users when required, maintaining professionalism and responsiveness.

• Guide users in best practices and usage of IT tools.

Device & Environment Management

• Prepare, configure, and deploy workstations (Windows / Mac).

• Manage IT equipment lifecycle (installation, maintenance, replacement).

• Support mobile device management solutions (Intune, Kandji).

• Ensure proper inventory and asset tracking.

Process & Knowledge Management

• Document procedures and contribute to the knowledge base.

• Follow ITSM best practices and ensure SLA compliance.

• Suggest improvements to enhance support efficiency and user experience.

Collaboration & Communication

• Collaborate with international IT teams.

• Communicate clearly with users and stakeholders regarding incident status.

• Participate in team meetings and knowledge sharing sessions.

Work Schedule

This role requires working in a 24x7 rotational shift environment to support global time zones and international users.

Education & Experience

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).

• 2-5 years of experience in IT support (Level 1 and/or Level 2).

• Experience in an international environment is a plus.

Technical Skills

• Good knowledge of Microsoft 365 environment.

• Familiarity with Entra ID (Azure AD).

• Experience with Intune and Kandji is a plus.

• Strong understanding of Windows and Mac operating systems.

• Basic knowledge of networks and IT infrastructure.

• Experience with ticketing systems.

Soft Skills

• Strong communication and interpersonal skills.

• Customer-oriented mindset.

• Ability to prioritize and manage multiple tasks.

• Team player with a proactive attitude.

• Willingness to learn and improve continuously.

Languages

• Fluent English (spoken and written) is mandatory.

• French is a plus.

Sia is an equal opportunity employer. All aspects of employment, including hiring, promotion, remuneration, or discipline, are based solely on performance, competence, conduct, or business needs.