IT Support Engineer - Windows/Mac OS

Role Overview :

We are looking for an experienced IT Support Engineer to manage daily IT operations, provide end-user support, and ensure seamless functioning of IT infrastructure. The ideal candidate should be skilled in troubleshooting hardware, software, networking, and IT assets while maintaining high service levels in a fast-paced environment.

Key Responsibilities :

- Manage day-to-day IT support operations including troubleshooting computers, printers, scanners, telephones, headsets, and network devices.

- Provide IT infrastructure support, including OS installation and troubleshooting (Windows, MAC).

- Configure and troubleshoot printers, scanners, LAN/WAN, and network-related issues.

- Handle ITSM tool tickets (preferably ManageEngine), ensuring timely resolution and accurate record-keeping.

- Deliver remote support using remote access tools; support handheld devices.

- Maintain and update IT asset inventory.

- Provide Microsoft Office (Word, Excel, etc.) support to end-users.

- Configure and troubleshoot emails and mailing clients.

- Perform daily system health checks and provide standby support for audio/video conferencing devices in meeting rooms.

- Escalate complex issues to the L3 Support team and ensure timely follow-ups.

- Provide direct IT support to CXO and senior management users.

- Guide and mentor L1 Engineers for technical escalations.

- Record and document issues and solutions in IT logs.

Technical Expertise :

- Software & Security : Antivirus, MS Office, Email clients, Patch management.

- Hardware : Desktops, Laptops, Printers, Scanners, Keyboards, Peripherals.

- Operating Systems : Windows, MAC (hands-on experience required), Windows Server (optional).

- Networking : LAN/WAN, application troubleshooting, basic network administration.

- Remote Tools & ITSM : Remote support tools, ManageEngine (preferred).

Desired Candidate Profile :

- 45 years of proven experience in end-user IT support within a high-pressure environment.

- Self-motivated, proactive, and capable of working independently.

- Strong communication skills to interact with internal teams, vendors, and senior stakeholders.

- Ability to thrive in a performance-driven environment.