IT Service Engineer
L1 IT Service Desk Engineer at GTT Communications in Pune providing 24x7 frontline support for end-user computing: Windows 10/11 and macOS support, Active Directory, Intune-based OS imaging and software deployment, LAN/WAN troubleshooting, and ticket triage with escalation to L2/L3 teams. Requires 3-4 years of IT support experience and rotational shift/on-call flexibility.
- Compensation
- Not disclosed
- Location
- Pune
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 3+ years
- Category
- Industrial engineering
- Posted
Skills
Must have
- 3-4 years of experience in IT support, specifically Windows Client/Server troubleshooting and MacBook support
- Installation and configuration expertise for Windows 10/11 and macOS (Sequoia/Tahoe/Golden Gate)
- Strong understanding of Ethernet and TCP/IP networking
- Prior helpdesk experience with software/hardware troubleshooting and IT ticketing systems
- Strong verbal and written English, hotline call management, and user/customer interaction skills
- Flexibility to work rotational 24/7 shifts and participate in on-call duty
- Ability to analyze issues holistically, solve problems, and deliver professional customer service
Nice to have
- CCNA/CCNP-level networking knowledge
- Certifications such as AZ-900 (Azure Fundamentals) and AZ-104 (Azure Administrator)
- Relevant degree in IT or Computer Science, or professional degree with IT certification
Full description
Job Summary
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.
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.
- 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.