Help Desk Support Specialist Full Time NEW

Position Overview

We are seeking a motivated and detail-oriented IT Support Engineer – Tier 1 to join our Global IT team supporting a multinational industrial manufacturing and engineering organization.

This role will provide frontline technical support within a hybrid IT environment that includes both on-premises infrastructure and cloud-based identity, collaboration, and endpoint management platforms. The ideal candidate will have strong troubleshooting skills, a customer-focused mindset, and a desire to grow within enterprise IT operations.

This opportunity is best suited for professionals with 2–4 years of hands-on IT support experience who are looking to expand their exposure to enterprise infrastructure, cloud technologies, and global IT operations.

The position requires availability during U.S. Central Standard Time (CST) working hours.

Key Responsibilities

End User Support

• Provide Tier 1 technical support for end users across:
• Email systems
• Collaboration platforms
• File sharing tools
• Endpoint devices
• Respond to incidents and service requests in a timely and professional manner.

Identity & Access Management

• Support user lifecycle management activities within hybrid identity environments.
• Perform:
• Password resets
• User provisioning/deprovisioning
• Group membership updates
• Access troubleshooting
• Assist in maintaining role-based access control standards.

Endpoint & Device Support

• Configure, deploy, troubleshoot, and reimage laptops and desktops.
• Support endpoint management activities including:
• Device enrollment
• Compliance verification
• Security policy enforcement
• Troubleshoot issues related to:
• Authentication
• Endpoint security
• Productivity applications

IT Service Management

• Log, track, prioritize, and resolve incidents using the organization’s ITSM platform.
• Escalate complex infrastructure, networking, or security issues to senior IT engineers when required.
• Ensure all tickets are documented accurately with clear resolution details.

Documentation & Compliance

• Maintain accurate technical documentation and contribute to internal knowledge base articles.
• Follow established IT security policies and compliance standards, including:
• Multi-factor authentication (MFA)
• Access control policies
• Device compliance standards

Required Qualifications

Education

• Bachelor’s degree in:
• Information Technology
• Computer Science
• Related technical discipline (preferred)

Experience

• 2–4 years of experience in:
• IT Helpdesk
• Desktop Support
• IT Support roles within enterprise environments

Technical Skills

Hands-on experience supporting:

• On-premises directory services:
• User and group management
• Access control
• Cloud-based identity and collaboration platforms
• Windows endpoint environments
• Hybrid identity synchronization concepts

Understanding of:

• Authentication methods
• Role-based access control (RBAC)
• Basic cybersecurity and endpoint security principles

Experience using:

• ITSM platforms for incident and request management

Soft Skills

• Strong verbal and written communication skills
• Customer-focused and service-oriented mindset
• Strong troubleshooting and analytical thinking abilities
• Ability to work independently in a global support environment
• Strong ownership and accountability

Work Schedule

• Must be willing to work during U.S. CST working hours
• Remote working model based in Pune, India

Career Growth Opportunity

We are looking for individuals who are eager to take ownership of understanding our systems, processes, and operational standards while continuously expanding their technical capabilities.

This role provides strong opportunities for career growth through exposure to:

• Enterprise infrastructure
• Cloud operations
• Identity and access management
• Global IT service delivery
• Security and compliance operations

Successful candidates will have the opportunity to grow into advanced infrastructure, systems administration, cloud engineering, or global IT operations roles as the organization continues to expand.

Why Join Us

• Exposure to a multinational engineering and manufacturing environment
• Opportunity to work with modern hybrid IT infrastructure
• Collaborative global IT team environment
• Long-term technical growth and learning opportunities
• Stable and growing organization with global operations