IT Support Engineer - L1/L2

Sia Partners; Mumbai; On-site; INR 400,000 - 650,000; Full time

Job summary

Sia Partners is seeking an IT Support Technician N1/N2 in Mumbai to join an international helpdesk team. You will provide first and second-level support to end users worldwide, handling incidents, service requests, and ensuring timely resolutions.

The role involves working in a 24x7 rotational shift to support global time zones, with responsibilities spanning device management, documentation, and collaboration with international IT teams.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• 2-5 years of IT support (Level 1 and/or Level 2).
• Experience in an international environment is a plus.

Responsibilities

• 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.

Skills

Microsoft 365

Entra ID / Azure AD

Intune

Kandji

Windows

MacOS

Ticketing systems

Networking basics

Education

Bachelor's degree in IT/CS or related field

Tools

Intune management

Kandji management

Microsoft 365 Admin Center

Job description

Job Description

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.

Qualifications

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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.