IT 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.

Skills/Strength of an Ideal Candidate

• 1-2 years of relevant experience in IT support or similar roles (Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician).
• Hands-on experience with Windows, macOS, and Linux operating systems.
• Good knowledge of Google Workspace, Microsoft 365, Slack, Jira, and other productivity/collaboration tools.
• Experience with MDM platforms such as Jamf, Intune, Kandji, WS-1 etc.
• Good understanding of network fundamentals including DHCP, DNS, office Wi-Fi, and VPN troubleshooting.
• Familiarity with IT ticketing systems and asset management tools.
• Proficient in diagnosing and resolving hardware, software, and Network connectivity issues.
• Good communication skills with a positive and professional attitude.
• Experience in AV/VC setup and support (e.g., Zoom, Google Meet, Polycom)
• Strong troubleshooting and critical thinking skills
• Ability to perform remote troubleshooting and provide clear instructions.
• Responsible for managing assets, inventory details, regular update of all assets tractions and sharing MIS reports on a regular basis

Requirements

What is the scope & responsibility of the Role?

• Support Appna’s IT Operations
• Address user tickets regarding hardware, software and networking
• Conduct remote troubleshooting
• Diagnose and resolve technical issues
• Installation and support end-user devices.
• Create technical documentation and SOP’s
• Installing authorised software and ensuring patches and upgrades are applied on end-user devices
• Build packages, and administrates Mac, Windows OS and IOS/Android devices through MDM
• Complies with all company policies and procedures.
• Participates in the implementation and support of IT-related policies.