Job Description

This role is for one of our clients

Min Experience: 3+ years

Location: Bengaluru

JobType: full-time

We are looking for a skilled and customer-focused IT Support Engineer with 3–5 years of experience to join our technology support team. The ideal candidate will have strong hands-on expertise in Operating Systems and Troubleshooting, along with a structured approach to Issue Management and User Support You will be responsible for ensuring the smooth functioning of IT systems, resolving technical issues efficiently, and providing reliable support to employees across the organization.

The role requires someone who can diagnose problems, communicate clearly with users, prioritize incidents effectively, and maintain a high standard of IT service delivery.

Requirements

Key Responsibilities

• Provide first- and second-level technical support to users for hardware, software, operating system, network, and application-related issues.
• Install, configure, maintain, and troubleshoot Windows, macOS, Linux, or other enterprise operating systems as required.
• Diagnose and resolve technical issues related to desktops, laptops, peripherals, applications, printers, connectivity, and system configurations.
• Perform root-cause analysis and implement appropriate solutions to minimize recurring technical problems.
• Manage incidents and service requests from identification through resolution, ensuring issues are handled within defined service levels.
• Log, track, prioritize, and update support tickets using IT service management or ticketing platforms.
• Provide timely and professional user support, keeping employees informed about issue status and resolution progress.
• Assist with user onboarding and offboarding, including system setup, account configuration, software installation, and access-related requirements.
• Support software updates, operating system upgrades, security patches, and standard IT configurations.
• Monitor recurring technical issues and escalate complex problems to relevant infrastructure, security, application, or engineering teams.
• Maintain accurate documentation of troubleshooting procedures, known issues, resolutions, and IT support processes.
• Assist in maintaining IT asset records and ensuring devices are properly configured and supported.
• Follow established IT policies, security procedures, and operational standards while handling user and system-related issues.

Must-Have Skills

Operating Systems

• Strong hands-on experience supporting Windows operating systems in an enterprise environment.
• Good understanding of macOS and/or Linux environments.
• Experience with OS installation, configuration, updates, patching, user accounts, permissions, and system troubleshooting.
• Familiarity with common system administration and endpoint management practices.

Troubleshooting

• Strong analytical and problem-solving skills with the ability to systematically diagnose technical issues.
• Experience troubleshooting hardware, software, connectivity, application, and operating system problems.
• Ability to identify root causes and implement effective, sustainable solutions.
• Comfortable handling multiple technical issues while prioritizing based on urgency and business impact.

Good-to-Have Skills

Issue Management

• Experience working with ITSM tools and structured incident/service request management processes.
• Understanding of incident, problem, and change management concepts.
• Ability to prioritize, track, escalate, and close issues according to defined SLAs.

User Support

• Strong interpersonal and communication skills with a customer-focused approach.
• Experience supporting users remotely and/or onsite.
• Ability to explain technical solutions clearly to non-technical users.
• Patience, ownership, and professionalism when handling high-priority or sensitive user issues.

Qualifications & Experience

• 3–5 years of experience in IT support, desktop support, technical support, or a similar role.
• Degree or diploma in Computer Science, Information Technology, or a related field is preferred.
• Relevant IT certifications such as CompTIA A+, ITIL, Microsoft, or equivalent certifications are an advantage.

The ideal candidate should be proactive, dependable, detail-oriented, and committed to delivering an excellent IT support experience while maintaining system reliability and user productivity.