IT Support Engineer
About this job
Welocalize is hiring an IT Support Engineer to join the team in Gurgaon, India. Welocalize is a leader in multilingual AI, technology, and content solutions, operating globally with specialized brands that provide localization, patent translation, life sciences compliance, digital marketing, and AI data generation services to over 2,000 clients. In this role, you will deliver L1 and L2 technical support to a global user base, focusing on SLA-driven ticket management, onboarding and offboarding employees, and handling endpoint lifecycle management. A normal day involves triaging and resolving support tickets using Zendesk, managing Windows and macOS devices, provisioning hardware via Intune and Jamf, administering Microsoft 365 and Entra ID, troubleshooting basic networking issues, and adopting AI-assisted support workflows. You will work across time zones with a distributed remote IT team while splitting your working week between the Gurugram and Noida offices.
Responsibilities
- Provide professional L1-L2 IT support and resolve tickets within agreed SLAs using Zendesk
- Manage device provisioning and full endpoint lifecycle for Windows and macOS using AutoPilot, Intune, and Jamf
- Administer Microsoft 365, Entra ID, Exchange Online, and handle access provisioning for onboarding and offboarding
- Troubleshoot basic networking issues including DHCP, DNS, VPN, NAT, and Wi-Fi
- Maintain compliance with security standards like ISO 27001 and GDPR, and participate in phishing triage
- Adopt automation and AI tools to improve and accelerate support workflows and ticket triage
- Document and maintain internal and user-facing knowledge base articles
Requirements
- 3+ years of hands-on IT support experience in a corporate environment
- Strong experience providing desktop support for Windows and macOS
- Proven administration skills in Microsoft 365, Entra ID, and device provisioning tools like AutoPilot and Intune
- Experience with Mobile Device Management using Microsoft Intune, Jamf, or Mosyle
- Knowledge of networking fundamentals such as DHCP, DNS, VPN, and NAT
- Fluent English communication skills and excellent stakeholder management abilities
- Ability to work 3 days a week from the Gurugram office and 2 days from the Noida office
Good to have
- Microsoft certifications such as MD-102 or SC-900
- Jamf 200 or 300 certifications
- CompTIA A+, Network+, or Security+ certifications
- ITIL Foundation or Apple ACSP certifications
- Scripting experience with PowerShell, Power Apps, or Logic Apps
Who should apply
This role is well-suited for IT professionals with at least three years of corporate desktop support experience who excel at managing tickets and user onboarding. Candidates should be comfortable working across time zones with a distributed remote team and have strong administrative skills in Microsoft platforms and device management tools. Since this position requires working from the Gurugram and Noida offices, it is ideal for applicants based in or near those locations who meet the specified technical and language requirements.
Frequently asked questions
What is the primary location for the IT Support Engineer role at Welocalize?
The IT Support Engineer will work 3 days a week from the Gurugram office and 2 days from the Noida office.
What ticketing platform does Welocalize use for this IT Support Engineer position?
Welocalize uses Zendesk for service desk management and professional IT support in this role.
How many years of experience are required to apply for the IT Support Engineer at Welocalize?
Applicants need 3+ years of hands-on IT support experience in a corporate environment.
What operating systems must the IT Support Engineer be able to support?
The IT Support Engineer must deliver in-depth desktop support for both Windows and macOS operating systems.
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