Technical Support Engineer

marketoneinternationalindia; Bengaluru; Hybrid; INR 450,000 - 750,000; Full time

Job summary

MarketOne International is seeking a Technical Support Engineer to own customer issues in JIRA, diagnose and resolve technical problems, and provide timely updates to clients. You will document solutions and contribute to knowledge base articles while maintaining SLA performance.

You will work with Windows endpoints and Microsoft 365 in an end-user environment, collaborating with engineering and support teams, and participating in CIT global projects as needed.

Qualifications

• Bachelor’s degree in IT or related field.
• 2–5 years of experience in customer or technical support.
• Hands-on experience supporting Windows 10/11 and Microsoft 365 in an end-user environment.
• Experience with IT certifications (e.g., MCDST, MCSA, MCITP, A+, Network+).
• Excellent verbal and written communication skills, with attention to detail.
• Strong problem-solving and troubleshooting skills.
• Able to create and maintain knowledge base articles and documentation.
• Working knowledge of cloud-based applications and SaaS platforms.

Responsibilities

• Own customer issues reported in the JIRA IT ticketing tool and drive them through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve reported issues.
• Escalate unresolved issues to the appropriate internal teams using defined procedures.
• Provide professional, timely, and accurate updates to customers and stakeholders.
• Prepare accurate and timely operational and support reports, as required.
• Document solutions and best practices as knowledge base articles and technical notes.
• Meet agreed service level agreements (SLAs) based on incident severity and priority.
• Maintain the global asset inventory.
• Perform system installations, maintenance, and periodic updates on Windows endpoints and endpoint protection tools.

Skills

Customer empathy

Communication skills

Problem solving

Documentation

Curiosity

Proactive

IT certifications

Windows support

Cloud/SaaS

Flexible hours

Education

Bachelor's degree

Tools

JIRA

PRTG

Site24x7

Sophos

Job description

Job Description – Technical Support Engineer

MarketOne International is a global marketing services provider that helps companies identify new prospects, build sales pipeline, and convert opportunities into new business. Our services include contact database development, event recruitment, automated marketing, sales lead development, primary market research, and lead lifecycle management. We serve leading technology companies worldwide, including 8 of the 10 largest tech companies.

With delivery capability across Europe, Asia Pacific, and the Americas, MarketOne is a trusted partner for large-scale global marketing initiatives that rely on sophisticated demand generation programs. Our track record includes 15 consecutive years of growth and profitability.

Must-have qualifications

• Passion for helping people succeed with technology.
• Excellent verbal and written communication skills, with strong organization and attention to detail.
• Strong problem-solving and troubleshooting skills.
• Ability and interest in creating and maintaining knowledge base articles and documentation.
• Strong curiosity about how systems work and how to improve them.
• A proactive, can-do attitude.
• Relevant IT certifications (e.g., MCDST, MCSA, MCITP, A+, Network+).
• Hands-on experience supporting Microsoft Windows 10/11 and Microsoft 365 (Office 365) in an end-user environment.
• Working knowledge of cloud-based applications and SaaS platforms.
• Flexibility to work extended hours with minimal notice to support CIT projects and critical incidents.
• Bachelor’s degree and 2–5 years of experience in customer support, technical support, or IT support.

Roles and responsibilities

• Own customer issues reported in the JIRA IT ticketing tool and drive them through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve reported issues.
• Escalate unresolved issues to the appropriate internal teams using defined procedures.
• Provide professional, timely, and accurate updates to customers and stakeholders.
• Prepare accurate and timely operational and support reports, as required.
• Document solutions and best practices as knowledge base articles and technical notes.
• Meet agreed service level agreements (SLAs) based on incident severity and priority.
• Maintain the global asset inventory.
• Perform system installations, maintenance, and periodic updates on Windows endpoints and endpoint protection tools (e.g., antivirus).
• Participate in CIT global projects and assigned tasks.
• Ensure compliance with company and departmental policies, procedures, and guidelines.
• Perform other tasks as requested, assigned, or directed.
• Collaborate with the engineering team and report any network irregularities or incidents observed.
• Report ISO-related issues to the ISO Incident Manager/Officer, as required by the ISO program.
• Monitor and report irregularities using tools such as PRTG, Site24x7, and Sophos.
• Build and maintain positive working relationships with customers and teammates through a professional, service-oriented approach.

Work location:

Bengaluru (in-office / hybrid as per company policy)

Work hours/shift:

12:00 PM – 9:00 PM IST (Monday–Friday).