IT Support Engineer III New India

Mitratech, Inc.; Hyderabad; Híbrido; INR 600.000 - 1.000.000; Jornada completa

Descripción de la vacante

Mitratech, Inc. is seeking an IT Support Engineer to be the trusted point of contact for internal users, resolving hardware, software, and access issues across Windows 11 and macOS.

The role emphasizes proactive knowledge base creation and AI-assisted support, with hybrid work in Hyderabad 2–3 days weekly and a 12:30 PM – 9:30 PM IST shift. The ideal candidate has 5+ years of hands-on IT support, strong AD Entra ID and M365 experience, and fluent English communication.

Formación

• Bachelor’s degree or 5+ years of hands-on IT support experience.
• Experience troubleshooting Windows 11 and macOS in enterprise environments.
• Experience administering Active Directory and Microsoft Entra ID.
• Experience supporting Microsoft 365 and SSO technologies.
• Fluent English, both spoken and written.

Responsabilidades

• Resolve incoming tickets for hardware, software, Teams, M365, email, and accounts, from ticket to resolution.
• Triage new cases, set priority, and route or elevate with clear documentation.
• Meet or exceed team SLA targets for response and resolution time.
• Troubleshoot Windows 11 and macOS across devices, apps, networking and peripherals.
• Prepare, image, and deploy Windows and Mac laptops for new hires.

Conocimientos

Windows/macOS troubleshooting

Active Directory & Entra ID

Microsoft 365 support

SSO technologies

Ticketing SLAs

Fluent English

Onsite in Hyderabad

Educación

Bachelor's degree in Computer Science or related field

Herramientas

PowerShell

Microsoft Entra ID

Microsoft 365

SSO technologies

Descripción del empleo

At Mitratech, we are a team of innovators focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Job Overview

Be the person people across the company trust when something breaks. As an IT Support Engineer, you are the first point of contact for our internal customers, keeping employees productive across Windows 11, macOS, Microsoft 365, and the identity systems behind them. This is a hands-on role on a collaborative team, with real room to grow into identity, endpoint management, automation, and AI-enabled support.

We are also building AI into how IT works, from faster ticket resolution to smarter self-service. We want someone who is curious about AI and eager to experiment with it, and who will help shape how we use it.

Location: Hybrid, Hyderabad office 2-3 days per week
Shift: 12:30 PM - 9:30 PM IST
Level: Engineer III (5+ years)

What You’ll Do

• Resolve incoming tickets for hardware, software, Teams, M365, email, and account issues, owning each one through to resolution
• Triage new cases, set priority, and route or elevate with clear documentation
• Meet or exceed team SLA targets for response and resolution time, and keep ticket status current at all times
• Troubleshoot Windows 11 and macOS issues across devices, applications, networking, and peripherals
• Manage user accounts, group memberships, access requests, and password and MFA resets in Active Directory and Microsoft Entra ID
• Support SSO-integrated applications and diagnose authentication and access issues
• Prepare, image, and deploy Windows and Mac laptops for new hires
• Retrieve and process equipment from departing employees

Improve and innovate

• Write and maintain knowledge base articles that increase self-service and reduce repeat tickets
• Analyze ticket trends and report recurring issues and root causes to IT leadership and partner teams
• Identify and implement process improvements
• Explore and apply AI tools (such as Microsoft Copilot and other approved AI assistants) to speed up troubleshooting, documentation, and user support, and share what works with the team

Requirements & Skills:

• Bachelor’s degree in Computer Science or a related field, or 5+ years of equivalent hands-on experience
• Independent handling of escalated, multi-step issues
• Strong hands-on experience troubleshooting Windows 11 and macOS in an enterprise environment
• Working experience administering Active Directory and Microsoft Entra ID (user lifecycle, groups, MFA, conditional access basics)
• Experience supporting Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive) and SSO technologies
• Experience working in a ticketing system against defined SLAs
• Fluent English, spoken and written, with the ability to explain technical issues clearly to non-technical users
• Ability to work onsite in Hyderabad 2-3 days per week and during the 12:30 PM - 9:30 PM IST shift

Preferred

• PowerShell or other scripting experience to automate repetitive tasks
• Microsoft certifications (e.g., MD-102, SC-300, AZ-104) or CompTIA/ITIL certifications
• Experience writing knowledge base content or building self-service resources
• Experience using AI to improve IT workflows, such as drafting KB articles, summarizing tickets, or scripting with AI assistance

Why You’ll Want This Job

• Grow your skills: Work across a broad stack, from endpoint and identity to M365 and automation, with a clear path from Engineer III and beyond
• Work on AI for real: Help decide how AI is used in IT support, not just read about it
• Hybrid flexibility: A balance of in-office collaboration and remote work
• Make visible impact: Your work directly affects how productive hundreds of colleagues are every day
• Learn continuously: A team that values curiosity, shares knowledge, and supports your development

Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level.Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Mitratech’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.