Role Description The ideal candidate is a proactive and independent IT professional who can manage their ticket queue from start to finish with minimal supervision. They will act as a reliable point of contact for employees, providing timely support, resolving escalated issues, and maintaining clear communication throughout the process. This role requires strong technical skills with Mac and/or Windows environments, hands-on experience with Microsoft 365, Azure AD/Entra ID, and Intune, as well as proficiency in using ticketing systems. The candidate should be capable of producing regular reports and ensuring a smooth and efficient support experience for end users. Key Responsibilities - Independently manage an assigned ticket queue from intake through closure, ensuring SLAs are consistently met - Provide L2 technical support for hardware, software, Microsoft 365, network connectivity, identity, and productivity tools - Troubleshoot and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune - Support Azure AD / Entra ID for identity and device management - Administer and troubleshoot Active Directory and Windows Server environments, including user/group management, GPOs, and basic server issues - Provide support for macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting - Document all cases clearly and accurately within the company's ticketing platform (ServiceNow, Jira, Zendesk, or similar) - Produce weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates - Proactively follow up with end users on open tickets and ensure timely resolution - Identify recurring problems and recommend improvements in processes, documentation, or configuration - Maintain and update internal knowledge base articles and end-user documentation - Collaborate closely with US-based IT leadership on escalations and larger IT initiatives Qualifications - Minimum of 3 years of IT Helpdesk/Technical Support experience, with clear demonstrable experience operating at L2 capacity - Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting - Strong, professional English communication skills — both written and verbal. Must be comfortable working directly with US-based end users and stakeholders - Reliable availability for a full nightshift schedule aligned to US Pacific Time - Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune - Solid working knowledge of Active Directory and Windows Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, Linux - Practical support experience with macOS and Apple hardware in a business environment - Hands-on experience with at least one enterprise ticketing platform: ServiceNow, Jira Service Management, or Helpdesk applications - Strong troubleshooting methodology, ownership mindset, and ability to work with minimal supervision - Stable home internet connection and a suitable work-from-home setup Preferred Qualifications - Relevant certifications such as CompTIA A+/Network+, Microsoft 365 Certified: Modern Desktop Administrator, Azure Administrator Associate, or Apple Certified Support Professional - Experience supporting a US-based media, publishing, or events company - Exposure to basic networking (VPN, Wi-Fi, firewalls) and endpoint security tools - Experience building dashboards or reports from ticketing system data

Role Description IT Support Engineer Location: Kerala, India (Remote) Qualifications - Bachelor's Degree in Computer Science, Information Technology, Computer Applications, or related field. - Relevant certifications such as CompTIA A+, Network+, Microsoft, Cisco, or ITIL are preferred. Requirements - 2+ years of experience in IT Support, Desktop Support, or Help Desk roles. - Experience supporting enterprise users in a corporate environment is preferred. - Strong troubleshooting and analytical abilities. - Excellent verbal and written communication skills. - Customer-focused approach and problem-solving mindset. - Ability to prioritize tasks and work under pressure. - Team player with strong interpersonal skills. Company Description

Role Description IT Support Engineer Location: Kerala, India (Remote) Qualifications - Bachelor's Degree in Computer Science, Information Technology, Computer Applications, or related field. - Relevant certifications such as CompTIA A+, Network+, Microsoft, Cisco, or ITIL are preferred. Requirements - 2+ years of experience in IT Support, Desktop Support, or Help Desk roles. - Experience supporting enterprise users in a corporate environment is preferred. - Strong troubleshooting and analytical abilities. - Excellent verbal and written communication skills. - Customer-focused approach and problem-solving mindset. - Ability to prioritize tasks and work under pressure. - Team player with strong interpersonal skills. Technical Skills - Windows 10/11 and Windows Server administration. - Microsoft 365 Administration (Outlook, Teams, OneDrive, SharePoint). - Active Directory and Group Policy Management. - Networking fundamentals (TCP/IP, DNS, DHCP, VPN). - Hardware troubleshooting and system maintenance. - Remote desktop support tools. - Antivirus and endpoint security solutions. - IT ticketing systems such as ServiceNow, Jira Service Management, or Freshservice. Preferred Qualifications - Experience with cloud platforms such as Microsoft Azure or AWS. - Knowledge of cybersecurity best practices. - Experience with IT asset management and endpoint management tools.

Role Description Our client is seeking experienced IT Operational Support Specialists (L2/L3) to join its IT Mergers & Acquisitions (M&A) Operations team, a globally distributed group responsible for supporting large-scale acquisition integrations. This team plays a critical role in assessing, stabilizing, and integrating IT environments for newly acquired organizations. The role combines hands-on operational support with project-based integration work, ensuring continuity of services from acquisition through full integration into client's enterprise systems. Client has recently completed acquisitions totaling ~10,000 employees globally, making this a high-impact, fast-paced environment. Key Responsibilities - IT Service Operations - Provide L2/L3 support across infrastructure, applications, and end-user environments during M&A integration - Ensure stability, availability, and continuity of IT services through transition phases - Support both on-prem and cloud environments - Incident & Request Management - Own and resolve incidents and service requests via ServiceNow in line with SLAs - Perform: - Triage & impact assessment - Root cause analysis - Resolution & escalation - Act as a key point of contact during critical incidents, coordinating across global teams - Provide hands-on support across: - Workstations & endpoints - Servers & infrastructure - User accounts & access - M&A Integration Support - Support infrastructure migrations and security remediation efforts - Assist with operational readiness for major integration milestones - Identify recurring/systemic issues and drive improvements - Partner with internal teams and vendors across acquired entities - Support hardware deployment and supply chain coordination - Governance & Documentation - Maintain and enhance: - Runbooks - Knowledge articles - Operational documentation - Ensure accurate ticketing and reporting data - Identify trends to inform integration strategy and remediation planning - Contribute to M&A operational data repository - Transition to Steady-State - Support handover to client core IT operations, including: - Documentation validation - Knowledge transfer - Post-transition stabilization - Technical Environment - Microsoft ecosystem (M365, Teams, SharePoint, Azure) - Enterprise infrastructure: - Servers, storage, backup - Endpoints and identity management - ITSM tools (ServiceNow preferred) - Exposure to networking concepts (no deep specialization required) Qualifications - 5-8+ years of experience in L2/L3 IT Support - Experience supporting enterprise environments (5K-10K+ users, global preferred) - Strong hands-on experience with: - End-user support (workstations, identity, M365 tools) - Infrastructure (servers, storage, backup, VDI) - Microsoft ecosystem (Teams, SharePoint, Azure) - Experience working in multi-vendor, global IT environments - Strong communication skills with both technical and non-technical stakeholders - Ability to manage multiple concurrent projects/issues in a fast-paced setting Requirements - Prior experience supporting M&A integrations or IT transformations - Exposure to both smaller organizations and large enterprise environments - Experience with: - ServiceNow or similar ITSM tools - ITIL-based service management - Cybersecurity and information security practices - Strong documentation skills (Visio diagrams, runbooks, SOPs) Notes for Recruiters (Important) - Top priority: Strong communication + adaptability (not just technical depth) - Must have true L2/L3 hands-on experience (not just ticket routing) - Look for candidates with: - Enterprise/global exposure - M&A or integration experience (big plus) - Ability to handle fast-changing environments