It Support Engineer
- Grid Dynamics
- 5 - 10 years
- Chennai
- 10 months ago
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Job Description
Job Overview
We are seeking an experienced and proactive IT Support Engineer to join our team. The ideal candidate will provide expert-level technical support, manage system administration tasks, and contribute to IT projects and process improvements. You will play a key role in ensuring seamless IT operations, delivering outstanding support to end-users, and upholding security and compliance standards.
Key Responsibilities
Advanced Technical Support & Troubleshooting
- Deliver expert-level, timely, and efficient technical support to end-users and internal stakeholders via in-person, phone, email, and remote tools.
- Diagnose and resolve complex hardware (desktops, laptops, printers, mobile devices, servers), software, operating systems (Windows, macOS, Linux), and network connectivity issues.
- Perform root cause analysis for recurring incidents and implement preventative solutions.
System Administration & Maintenance
- Administer and maintain user accounts, permissions, and groups in Active Directory, Azure AD, GSuite, or similar identity management systems.
- Manage and configure business applications (e.g., Microsoft 365, Google Workspace, Zoom).
- Assist with setup, configuration, and basic troubleshooting of network devices (routers, switches, Wi-Fi access points).
- Participate in deployment, configuration, and ongoing maintenance of corporate hardware and software assets.
- Manage AV setup and support.
Process Improvement & Documentation
- Identify and implement opportunities to streamline IT support processes and enhance user experience.
- Develop and maintain technical documentation, knowledge base articles, and user guides.
- Contribute to IT policies, standards, and best practices.
- Utilize IT Service Management (ITSM) tools (e.g., Jira Service Desk) for efficient ticket management and reporting.
Project Involvement & Collaboration
- Lead or contribute to IT projects such as system upgrades, software rollouts, hardware refreshes, and office moves.
- Collaborate with other IT teams (Network, Systems, Security) to resolve cross-functional issues.
- Train and onboard new employees on IT systems and best practices.
Security & Compliance
- Enforce IT security policies and procedures, including antivirus, patch management, and data protection.
- Educate users on security best practices and phishing awareness.
- Assist in maintaining IT asset inventory and lifecycle management.
Qualifications
- Bachelors degree in Computer Science, Information Technology, or related field (or equivalent practical experience).
- Minimum 5 years of progressive experience in IT Support, Desktop Support, Help Desk Tier 2/3, or similar roles.
- Demonstrated expertise in:
- Microsoft Windows (10/11) and macOS.
- Microsoft Office 365 suite (Outlook, Word, Excel, SharePoint, Teams) and Google Workspace.
- Active Directory and/or Azure Active Directory management.
- Network fundamentals (TCP/IP, DNS, DHCP, Wi-Fi).
- Hardware diagnostics and repair.
- Remote support tools and techniques.
- Experience with ITSM platforms and ticketing systems (e.g., Jira Service Desk, ServiceNow).
- Scripting experience (PowerShell, Python) for automation is highly desirable.
- Relevant certifications (CompTIA A+, Network+, Security+, Microsoft 365 Certified: Modern Desktop Administrator Associate, etc.) are a significant advantage.
Skills & Attributes
- Exceptional problem-solving and analytical skills; methodical approach to technical challenges.
- Excellent verbal and written communication; ability to explain technical concepts to non-technical users.
- Strong customer service orientation; patient, empathetic, and professional demeanor.
- Ability to work independently, prioritize tasks, and manage multiple requests in a fast-paced environment.
- Strong desire for continuous learning and staying updated with new technologies.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Grid DynamicsLocation(s): Chennai
Keyskills: Windows OS Networking IOS Mac IT Helpdesk Desktop Support Helpdesk Servicenow ITSM IT Support JIRA Security
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About Us: Grid Dynamics (NASDAQ: GDYN) is a leading provider of technology consulting, platform and product engineering, and advanced analytics services. Fusing technical vision with business acumen, we enable positive business outcomes for enterprise companies undergoing business tran...
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