IT Support Technician II

UKG; Dadri; On-site; INR 900,000 - 1,300,000; Full time

Job summary

UKG in India is seeking an IT Support Specialist to provide technical support to employees via phone, chat, remote tools, and onsite assistance. You will troubleshoot hardware, software, accounts, mobile devices, and connectivity to resolve incidents efficiently.

You will manage incident queues, document steps in the ticketing system, escalate when needed, and support Windows/macOS, Microsoft 365, business apps, and AV equipment.

Qualifications

• Four or more years of experience providing IT support, desktop support, service desk support, or end-user technology support in a corporate environment.
• Working knowledge of Windows, macOS, Microsoft 365, Active Directory, end-user hardware, and common business applications.
• Experience troubleshooting software, hardware, account-access, mobile-device, and connectivity issues.
• Ability to communicate clearly in written and spoken English and provide patient, empathetic, and professional customer service.

Responsibilities

• Diagnose and resolve technical issues through phone, chat, remote, and onsite support channels.
• Manage assigned incident and request queues, follow up with employees, and support backlog-reduction activities.
• Provide professional, patient, and timely assistance while keeping employees informed throughout the resolution process.

Skills

Windows

macOS

Microsoft 365

Active Directory

End-user hardware

English communication

Tools

ServiceNow

Job description

Why UKG

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.

Why UKG

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

About The Role

As an IT Support Specialist, you will provide technical support to UKG employees through phone, chat, remote-support tools, onsite assistance, and other available support channels. You will troubleshoot hardware, software, account, mobile-device, business application, and connectivity issues while ensuring incidents and requests are resolved efficiently and documented accurately.

You Will

• Diagnose and resolve technical issues through phone, chat, remote, and onsite support channels.
• Manage assigned incident and request queues, follow up with employees, and support backlog-reduction activities.
• Provide professional, patient, and timely assistance while keeping employees informed throughout the resolution process.
• Document troubleshooting steps, resolutions, categorisation, and employee communications accurately in the ticketing system.
• Escalate incidents and requests to the appropriate technical teams when additional expertise, access, or investigation is required.
• Support Windows and macOS devices, Microsoft 365 applications, business applications, mobile devices, and end-user hardware.
• Use Active Directory to support user and computer accounts, group policies, access-related requests, device imaging, and patching activities.
• Install, configure, test, deploy, maintain, and troubleshoot laptops, desktops, monitors, printers, scanners, and related equipment.
• Perform desktop imaging and device deployment for new employees, replacement requests, and hardware refresh programmes.
• Maintain accurate inventory records for laptops, desktops, monitors, mobile devices, peripherals, and IT accessories.
• Support conference-room technology, audiovisual equipment, video-conferencing platforms, and meeting-room readiness.
• Assist with local network troubleshooting, including wireless connectivity, cabling, patch panels, and switches.
• Coordinate with global IT teams to support endpoint patching, security compliance, and device-management requirements.
• Provide hands-on support for urgent incidents that cannot be resolved remotely.
• Follow approved backup and recovery procedures for supported endpoints.
• Create operational reports and maintain technical documentation for audit, compliance, knowledge sharing, and continuous improvement.
• Build effective working relationships with employees, IT teams, vendors, and senior technical resources.
• Stay informed about current and emerging end-user technologies, support practices, and relevant industry standards.

About You

Basic Qualifications

• Four or more years of experience providing IT support, desktop support, service desk support, or end-user technology support in a corporate environment.
• Working knowledge of Windows, macOS, Microsoft 365, Active Directory, end-user hardware, and common business applications.
• Experience troubleshooting software, hardware, account-access, mobile-device, and connectivity issues.
• Ability to communicate clearly in written and spoken English and provide patient, empathetic, and professional customer service.
• Ability to analyse technical issues, identify appropriate solutions, and manage incidents through resolution or escalation.
• Ability to work in a rotational 24-hour support environment, including shifts from 7:00 a.m. to 4:00 p.m., 3:00 p.m. to midnight, and 11:00 p.m. to 8:00 a.m.

Preferred Qualifications

• Experience using ServiceNow or a similar IT service-management platform.
• Knowledge of basic networking concepts, including internet protocol addressing, wireless connectivity, cabling, and local network troubleshooting.
• Information Technology Infrastructure Library Foundation certification or equivalent service-management knowledge.
• Experience supporting audiovisual equipment, conference rooms, mobile devices, asset inventory, device imaging, and endpoint patching.
• Experience creating operational reports, technical documentation, and knowledge articles.
• Relevant technical certification in desktop support, Microsoft technologies, networking, or service management.

Company Overview

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [e-mail]