IT Support Engineer (India Office)

This is the "bread and butter" of the role. When something breaks, the Support Engineer is the first point of contact.

• Diagnosing and resolving software glitches, hardware malfunctions, and "ghost in the machine" bugs.
• Managing a ticketing system (like Jira, HaloPSA) to prioritize urgent issues over routine tasks.
• Providing support across various channels: in-person, via remote desktop tools, or over the phone.

They manage the physical and digital tools the company uses.

• Provisioning: Setting up new laptops, workstations, and mobile devices for employees.
• Installation: Deploying OS updates (Windows, macOS, Linux) and enterprise software suites.
• Maintenance: Performing hardware repairs or coordinating with vendors for warranty replacements.

While they may not be "Network Architects," they are responsible for the "last mile" of connectivity.

• Ensuring devices can connect to the local Wi-Fi, Ethernet, and VPN.
• Basic troubleshooting of routers, switches, and access points.
• Managing peripherals like network printers, VOIP phones, and video conferencing equipment.

They act as the gatekeepers of the company’s digital perimeter.

• Identity Management: Creating, modifying, and deleting user accounts via Active Directory or Okta.
• Security Compliance: Ensuring all devices have updated antivirus software, disk encryption, and multi-factor authentication (MFA) enabled.
• Data Recovery: Assisting users with file backups and recovering lost data.

A great Support Engineer doesn't just fix a problem; they make sure it’s easier to fix next time.

• Writing Standard Operating Procedures (SOPs) for the internal IT team.
• Creating "How-to" guides for non-technical staff to promote self-service.