Hiring: IT Support Engineer (Windows & Mac) | Hyderabad

We are looking for a skilled IT Application Support Engineer to join our team in Hyderabad. If you are an expert at troubleshooting across both Windows and macOS and thrive in a global environment, we want to hear from you!

Role Details:

Location: Hyderabad (Hybrid only 1-2 days in-office per week)

Schedule: Monday to Friday

Shift Hours (US Alignment):

Until October End: 6:30 PM to 3:30 AM IST

From November onwards: 5:30 PM to 2:30 AM IST

What Youll Do:

- Troubleshoot and resolve complex software, application, and desktop issues.

- Provide comprehensive technical assistance for Windows 10/11 and macOS.

- Support SaaS productivity applications such as Microsoft 365, Slack, Zoom, and other business-critical tools.

- Install, configure, upgrade, and patch corporate applications.

- Monitor and respond to endpoint security notifications and assist with malware/virus-related incidents.

- Manage user requests and incidents through the organization's IT ticketing system.

- Log, categorize, prioritize, troubleshoot, and resolve tickets within defined SLA timelines.

What Were Looking For:

- 3+ years of experience in IT Application Support, Desktop Support, Service Desk, or a similar role.

- Strong hands-on knowledge of Windows 10/11 and macOS troubleshooting.

- Experience supporting Microsoft 365, Outlook, Teams/Slack, Zoom, and other SaaS applications.

- Hands-on experience with Sophos Antivirus / Endpoint Security or similar endpoint protection platforms.

- Experience working with IT ticketing/service management tools such as ServiceNow, Jira Service Management, Zendesk, or similar platforms.

- Good understanding of SLA, incident management, service requests, escalation, and ticket prioritization.

- Basic understanding of networking concepts such as DNS, DHCP, VPN, TCP/IP, Wi-Fi, and connectivity troubleshooting.

- Experience with endpoint management, software installation, patching, and user access management is a plus.

- Excellent written and verbal communication skills.