Information Technology Support Engineer

Job Description About Company : They balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society. About Client: Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations. Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines. Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineeringreflecting its strategic commitment to driving innovation and value for clients across industries. Job Title: Information Technology Support Engineer Location: Pune, Maharashtra, India Experience: 3-4 years Job Type : Contract to hire. Notice Period: Immediate Experience & Qualifications - Graduation mandatory. - Candidate should have excellent communication. - Good Knowledge of Laptop/Desktop troubleshooting. - Knowledge about VPN/ Windows OS/O365/Active Directory. Key Responsibilities: - As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns - Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins - Identify and escalate tickets requiring urgent attention and action - Log all contacts and document all the activities and results accurately and completely within the incident management tool - Deal with and resolve helpdesk requests - Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner - To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles - Open to working in a 24x7 environment with rotating shifts and rotating weeks off Skills Required: - Previous experience in IT helpdesk (Voice) - Excellent communications skills (verbal and written) - Knowledge on ITIL Framework and Terminologies - Knowledge on Windows, Mac operating systems & VDI environments - Demonstrated problem solving capabilities - Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner - Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays - Self-motivated achiever who gains satisfaction from providing excellent customer service - Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies - Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates - Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc.. - Excellent organizational skills - Continually develops and maintains technical skills to ensure high quality levels of technical support for end user - Knowledge in Password Resets, Account Lockouts,Connectivity issues (i.e., VPN, etc.), Endpoint security issues, Windows support, Outlook email support, Internet browser how to (Chrome, Explorer, etc.), Virtual Desktop, Collaboration (Teams, Webex, Zoom, etc.) - Handling queries, Incident management, Processing service requests, Initiate IMACs, User account administration, including password resets, Knowledge management article updates, Call escalation management Qualifications: - Bachelors degree in engineering and related field. Seniority Level - Mid-Senior level Industry - IT Services and IT Consulting Employment Type - Contract Job Functions - Business Development - Consulting