Support Engineer

About the Role: We're looking for a skilled and service-oriented L1 EUC Engineer to join our EUC team and provide support for end-user computing environments. In this role, you will be responsible for ensuring smooth day-to-day IT operations by supporting end-user devices, resolving technical issues, and enhancing the overall user experience across a hybrid environment of macOS, Windows, and mobile platforms.

What is the scope & responsibility of the Role?

• Support Apna's IT Operations
• Address user tickets related to hardware, software, and networking issues
• Ensure timely patching, software installations, and updates on end-user devices
• Conduct remote troubleshooting and resolve technical issues
• Set up and configure laptops, desktops, and mobile devices for new joiners
• Build software packages and manage Mac, Windows, and iOS/Android devices through MDM
• Coordinate with L2/L3 teams for escalations and follow-ups
• Comply with all company policies and procedures

Skills/Strength of an Ideal Candidate

• 2-3 years of relevant Service desk experience
• Familiarity with Windows and macOS operating systems
• Basic understanding of Google Workspace, Slack, Microsoft 365, and Jira
• Exposure to MDM tools like Jamf, Intune, or Kandji (a plus)
• Good troubleshooting skills for laptops, mobile devices, and basic network issues
• Knowledge of AV/VC systems and peripherals
• Strong customer service mindset and willingness to learn
• Ability to work in a fast-paced, collaborative environment
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Working knowledge of IT tools (Slack, Jira, G-Suite, O365 etc)
• Troubleshoot client software and basic network connectivity problems
• Ability to perform remote troubleshooting and provide clear instructions
• AV/VC deployment experience (Polycom, Zoom/BlueJeans)
• Responsible for managing assets, inventory details, regular update of all assets tractions and sharing MIS reports on a regular basis

Good Communication Skills