IT Service Engineer

Job Description

Position: IT Service Desk Engineer (L1 Level Support)

Location: Pune

Employment Type: Full-time (24x7 Support Timeline)

Role Overview

The IT Service Desk Engineer plays a critical role in supporting GTT’s IT infrastructure and ensuring smooth end-user computing operations. This position requires broad technical knowledge across Windows Client/Server and MacBook OS support, networking, operating systems, Active Directory, SIP systems, and enterprise applications. The engineer will provide frontline support, troubleshoot complex issues, and occasionally assist in system implementations under the guidance of senior engineers. Candidates must be flexible to work in rotational shifts (24/7) and participate in on-call duty as required.

Key Responsibilities

Troubleshooting: Diagnose and resolve complex deployment and configuration issues.

End-user support: Provide technical assistance for client computers, operating systems, and applications.

System support: Perform OS imaging from Intune admin portal, software deployment, and system settings configuration, software compliance management.

Windows/MacOS support: Deliver first-level support for Windows Client/Server environments, and MacOS support for end users.

Asset management: Handle procurement, inventory, and lifecycle management of hardware/software.

Documentation: Create and maintain SOPs, manuals, and troubleshooting guides.

Networking: Configure and troubleshoot LAN/WAN connections.

System evaluation: Test and assess new software or systems for deployment.

On-site support: Provide deployment and troubleshooting assistance with remote guidance from senior engineers.

Incident and Request Management: Answer user calls, emails, and chat messages quickly, Also - log, sort or assign, and prioritize incoming support tickets.

GTT COMMUNICATIONS INDIA PRIVATE LIMITED

Escalation and Collaboration: Hand off complex or deep technical errors to Level 2 or Level 3 specialist teams and Work with Sys-Eng, Cyber security, or system admin groups to track active problems.

Essential Skills & Qualifications

OS expertise: Installation and configuration of Windows 10/11 and MacOS (Version/ Name: MacOS 15: Sequoia/macOS 26: Tahoe/ macOS 27: Golden Gate)

Networking knowledge: Strong understanding of Ethernet, TCP/IP; CCNA/CCNP-level knowledge preferred.

Helpdesk experience: Prior experience in IT support, including basic software and hardware troubleshooting, IT ticketing system knowledge, and good experience.

Communication skills: Strong verbal and written English proficiency for support logs and good experience in Hotline call management and users/customer interaction.

Problem-solving: Ability to analyse issues holistically and deliver effective solutions.

Customer service: Professional and positive interaction with employees and coworkers.

Certifications: MCP, Fundamentals, Associate, Expert, Specialty (AZ-900 (Azure) and AZ-104 (Administrator) and in networking; CCNA-level knowledge preferred.

Experience Requirements

Required: 3–4 years of experience in IT support, specifically Windows Client/Server troubleshooting and MacBook support.

Preferred Degree: Any relevant degree in IT or Computer Science, or any professional degree including IT certification.

Desired Attributes

Strong logical thinking and intellectual curiosity.

Commitment to self-development and continuous learning.

Ability to balance immediate issue resolution with long-term impact awareness.