Job Description

📌 Job Title: IT Support Engineer

📍 Location: Chandigarh India (Night Shift)

🌍 About Cintra

At Cintra, we’re leading the way in enterprise cloud transformation. As a global multi-cloud integrator and managed services provider, we help organisations migrate and manage complex workloads across private and public cloud environments.

With teams across the UK, US, and India, we deliver high-impact technology solutions that keep businesses moving forward 🚀

🎯 Role Purpose

As an IT Support Engineer, you’ll be the first point of contact for technical support across our global organisation.

This role is critical in delivering fast, effective, and high-quality IT support—ensuring minimal disruption to business operations and a seamless employee experience. You’ll also play a key role in managing onboarding and offboarding processes, helping new starters hit the ground running from Day 1 💻

🔑 Key Responsibilities

• 🛠️ First-Line Support & Triage:
  Act as the central point of contact (“single front door”) for all IT requests via our ITSM platform ( FreshService). Log, categorise, and resolve or escalate incidents within agreed SLAs

• 🔄 Automated Lifecycle Management:
  Execute and continuously improve Joiner-Mover-Leaver (JML) processes, ensuring all hardware and system access is provisioned for new starters from Day 1

• 💻 Endpoint Maintenance:
  Support deployment, configuration, and troubleshooting of corporate devices (Windows & macOS), including Intune-managed applications and compliance checks

• 📚 Self-Service & Documentation:
  Build and maintain internal knowledge base articles and “runbooks” to promote consistency and empower users with self-service solutions

• 📡 Service Monitoring:
  Monitor global IT systems and dashboards (including Microsoft 365 service health and network alerts), providing first response and escalating outages where required

• 🌐 Global Support Coverage:
  Provide reliable IT support across multiple time zones, ensuring teams in the UK, India, and US are supported effectively

🧠 Required Technical Skillset

• 🎫 ITSM Platforms:
  Experience with service desk tools such as FreshService, Zendesk, or Jira Service Management

• ☁️ Microsoft 365 Administration:
  Working knowledge of the M365 admin centre, including user provisioning, password resets, and group management

• 🖥️ Operating Systems:
  Strong troubleshooting skills across Windows 10/11 and macOS in a business environment

• 🔌 Hardware & Devices:
  Familiarity with laptops, peripherals, and modern meeting room technology

• 🗣️ Communication:
  Excellent written and verbal communication skills, with the ability to translate technical issues into clear, user-friendly language

🌟 What We’re Looking For

• ⚡ A proactive, solutions-focused mindset

• 🤝 Strong customer service orientation with a user-first approach

• 📌 Ability to prioritise and manage multiple requests effectively

• 🚀 Eagerness to learn, improve processes, and contribute to a high-performing IT function

Diversity & Inclusion

Cintra Software & Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, nationality, sexual orientation, gender identity, disability or any other characteristic protected by law.

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