Technical Support / IT Service Desk Engineer

Mach 1 Global Supply Chain Services; Mysuru; On-site; INR 450,000 - 750,000; Full time

Job summary

Mach 1 Global Supply Chain Services in Mysuru seeks an experienced Technical Support / IT Service Desk Engineer to provide hands-on IT support across hardware, software, OS, networking, and IT services.

The role requires strong troubleshooting, ITIL practices, and experience with ServiceNow or Jira, with responsibilities spanning incident management, onboarding, asset management, and global collaboration.

Qualifications

• Bachelor's degree in IT/engineering or related field.
• 4-7 years of IT Service Desk / Technical Support experience.
• Strong verbal and written communication skills.
• Good customer service and interpersonal skills.
• Ability to independently troubleshoot issues and identify solutions.
• Ability to work with global IT and business teams.
• Strong documentation and ticket-management skills.

Responsibilities

• Provide L1/L2 technical support via phone, chat, email and remote methods.
• Diagnose and resolve hardware, software, OS, app, and network issues.
• Troubleshoot Windows, macOS, and Linux environments.
• Support desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot VPN, TCP/IP, DNS, DHCP, Wi-Fi and remote access.
• Support MS Office/365, Outlook, Teams, Webex, Slack, and collaboration tools.
• Manage user accounts via Active Directory / Azure AD.
• Support Intune / MDM and device enrollment.
• Provide basic application support for business apps.
• Log, categorize, prioritize and resolve incidents in ITSM systems.
• Ensure SLAs are met; escalate as needed.
• Remote troubleshooting with approved tools.
• Document incidents, steps, resolutions, and KB articles.
• Identify recurring issues and contribute to problem management.
• Assist onboarding/offboarding and asset management.
• Perform updates, patches, configurations and maintenance.
• Provide professional support to all employees including VIPs.
• Follow ITIL processes and collaborate with global IT teams.

Skills

Windows troubleshooting

macOS troubleshooting

Linux troubleshooting

AD / Azure AD

Intune / MDM

Office 365 / Microsoft 365

VPN / Remote access

TCP/IP / DNS / DHCP

ITSM tools (ServiceNow / Jira)

Remote support tools

IT asset management

Networking basics

Incident & SRM

ITIL practices

Documentation & ticketing

VIP/support for executives

Global collaboration

Education

Bachelor's degree in Information Technology, Engineering, or related field

Tools

ServiceNow

Jira

VMware

Hyper-V

Jamf

Salesforce

Job description

Job Description Technical Support / IT Service Desk Engineer

Location: Mysuru, Karnataka
Work Mode: Work from Office (WFO)
Experience: 4-7 Years
Employment Type: Full-Time
Shift: Rotational / Business-Aligned Shifts

Position Overview

We are looking for an experienced Technical Support / IT Service Desk Engineer to provide technical assistance and support to end users across hardware, software, operating systems, networking, applications, and IT services.

The ideal candidate should have strong troubleshooting skills, excellent communication, a customer-focused approach, and hands-on experience with IT Service Management tools and processes.

Key Responsibilities

• Provide L1/L2 technical support to end users through phone, chat, email, and remote support.
• Diagnose and resolve hardware, software, operating system, application, and network-related issues.
• Troubleshoot Windows, macOS, and Linux operating systems.
• Support desktops, laptops, printers, mobile devices, and other IT peripherals.
• Troubleshoot VPN, TCP/IP, DNS, DHCP, Wi-Fi, network connectivity, and remote-access issues.
• Provide support for Microsoft Office / Microsoft 365, Outlook, Teams, Webex, Slack, and other collaboration tools.
• Manage and troubleshoot user accounts, password resets, access issues, and permissions through Active Directory / Azure Active Directory.
• Support Microsoft Intune / Mobile Device Management (MDM) and device enrollment.
• Provide basic application support and troubleshoot business applications.
• Log, categorize, prioritize, track, and resolve incidents and service requests using ServiceNow or similar ITSM tools.
• Ensure incidents and service requests are resolved within defined Service Level Agreements (SLAs).
• Escalate complex or unresolved issues to appropriate infrastructure, application, security, or engineering teams.
• Provide remote troubleshooting using approved remote-support tools.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and knowledge articles.
• Identify recurring incidents and contribute to problem management and process improvement initiatives.
• Support employee onboarding and offboarding, including account, system, application, and device-related activities.
• Assist with IT asset management and maintain accurate asset records.
• Perform software updates, patching, configuration, and other routine maintenance activities.
• Provide professional and customer-focused support to employees, including senior leadership and VIP users when required.
• Follow ITIL-based incident, request, change, and escalation management processes.
• Collaborate with global IT teams to ensure timely resolution of technical issues.

Required Technical Skills

• Windows troubleshooting and administration
• macOS troubleshooting
• Basic Linux troubleshooting
• Desktop / laptop hardware troubleshooting
• Microsoft Office / Microsoft 365 support
• Outlook, Teams and collaboration tools
• VPN and remote-access troubleshooting
• TCP/IP, DNS and DHCP
• Active Directory / Azure Active Directory
• Microsoft Intune / MDM
• ITSM tools such as ServiceNow / Jira
• Remote support and troubleshooting tools
• IT asset management
• Basic networking and network configuration
• Incident and Service Request Management
• ITIL framework and best practices

Preferred Skills

• Experience supporting a global user environment
• Experience working in a 24x7 / rotational support environment
• Experience supporting VIP / executive users
• Knowledge of VMware / Hyper-V or other virtualization technologies
• Experience with Jamf or other macOS management tools
• Experience with Salesforce or other enterprise applications
• Knowledge of ITIL Incident, Problem, and Change Management
• Strong troubleshooting and analytical skills

Candidate Profile

• Bachelor's degree, Information Technology, Engineering, or a related discipline.
• 4-7 years of relevant experience in IT Service Desk / Technical Support.
• Strong verbal and written communication skills.
• Good customer service and interpersonal skills.
• Ability to independently troubleshoot issues and identify appropriate solutions.
• Ability to work effectively with global IT and business teams.
• Strong documentation and ticket-management skills.
• Willingness to work from the Mysuru office and in rotational shifts as required.

Key Performance Areas

• SLA adherence
• First Contact Resolution (FCR)
• Ticket resolution and backlog management
• Customer/User Satisfaction
• Incident and Service Request Management
• Quality of ticket documentation
• Escalation management
• Process and knowledge-base improvements