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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing L1–L2 technical support for Windows and macOS environments, with a strong focus on customer service and effective communication. Proficient in managing IT support tools and processes, including ticketing systems and device provisioning, while adhering to security standards.
Highest-signal resume keywords
Windows SupportMacOS SupportMicrosoft 365 AdministrationDevice Provisioning with AutoPilotNetworking Fundamentals
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportTroubleshootingScripting with PowerShellMobile Device ManagementAutomationNetworking (DHCP, DNS, VPN, NAT)Ticket ManagementAsset TrackingKnowledge Base DocumentationSecurity Incident Response
Soft Skills
Customer ServiceCommunicationProblem-SolvingOrganizationTime Management
Tools & Technologies
ZendeskIntune/Endpoint ManagerJamfAutoPilotMicrosoft 365Entra ID (Azure AD)Citrix ShareFileOktaSharePointOneDrive
Certifications & Qualifications
Microsoft MD-102Microsoft SC-900Jamf 200Jamf 300CompTIA A+CompTIA Network+CompTIA Security+ITIL FoundationApple ACSP
Industry Keywords
L1–L2 SupportSLA ManagementCSATISO 27001GDPRCloud/SaaS PlatformsPhishing TriageOnboarding/OffboardingRemote IT Team CollaborationWorkflow Improvements
Tech Stack
Tools & technologiesAzureCitrixCloudDNSJamfMacOS
About the role
Key responsibilities & impact- Provide L1–L2 technical support to a global user base
- Provide professional IT support via Zendesk; triage, troubleshoot, and resolve tickets within agreed SLAs
- Manage and prioritize the support ticket queue using an SLA-driven approach
- Maintain high CSAT, provide clear ticket communication, and make timely escalations
- Identify workflow improvements and adopt automation and AI-assisted support tools
- Deliver in-depth desktop support for Windows and macOS
- Provision and manage devices using AutoPilot, Intune/Endpoint Manager, and Jamf/Mosyle
- Manage the full laptop lifecycle, including purchasing, replacements, warranty, returns, secure wipe/disposal, and asset tracking in Workday
- Administer Microsoft 365, Entra ID (Azure AD), and Exchange Online
- Support Teams, SharePoint, OneDrive, Citrix ShareFile, Okta, and Zendesk
- Manage onboarding/offboarding access provisioning, MFA, conditional access, and least-privilege practices
- Troubleshoot basic networking including DHCP, DNS, VPN, NAT, and Wi-Fi
- Coordinate with network engineers and ISPs as needed
- Follow ISO 27001 and GDPR security and privacy standards
- Participate in security incident response and phishing triage
- Document and maintain internal and user-facing knowledge base articles
- Work effectively with a remote IT team across time zones and communicate proactively with stakeholders
Requirements
What you’ll need- Bachelor’s degree in Computer Science, Information Systems, or equivalent experience
- 3+ years of hands-on IT support in a corporate environment
- Strong experience with Windows and macOS support
- Proven administration of Microsoft 365, Entra ID (Azure AD), Intune/Endpoint Manager, and device provisioning (AutoPilot)
- Mobile device management with Intune, Jamf, or Mosyle
- Scripting/automation with PowerShell
- Experience with Power Apps/Logic Apps is highly desirable
- Networking fundamentals (DHCP, DNS, VPN, NAT) and troubleshooting
- Experience with major cloud/SaaS platforms such as Okta, Citrix ShareFile, and Zendesk is a plus
- Excellent customer service, communication, and stakeholder management
- Methodical troubleshooting and problem-solving
- Strong organization, prioritization, and time management
- Ability to work independently and as part of a distributed team
- Fluent English required
- Must work 5 days per week on-site at the Gurugram office, with 2 or more days at the Noida office
- Nice-to-have certifications: Microsoft MD-102/SC-900, Jamf 200/300, CompTIA A+/Network+/Security+, ITIL Foundation, Apple ACSP
Benefits
Comp & perks- Flexible, engaged, and responsive adoption of continuously evolving support workflows
- Relevant certifications are an advantage
- Remote IT team collaboration across time zones