Provides Level 2 IT support by resolving incidents, fulfilling service requests, and maintaining hardware, software, devices, printers, telephony, and infrastructure. Administers Windows, Microsoft cloud services, VMware, Oracle applications, and endpoint security tools. Manages asset lifecycles, procurement, vendors, documentation, disaster recovery testing, and IT projects while troubleshooting network and user-computing issues in a multinational environment.
ROLE TITLE: IT Support Engineer
FUNCTION: IT Operations
FUNCTION: IT Operations
REGION: Asia Pacific
REPORTING: IS Operations Manager, APAC
LOCATION: India
ROLE PURPOSE
The Level 2 IT Support Engineer is responsible for resolving incidents and fulfilling service requests, ensuring adherence to predefined processes, procedures and guidelines to meet customer needs.
This position is an exciting opportunity to work with best of breed technologies in a fast paced, vibrant working environment. The role provides a great opportunity for building and developing new skills, as well as opportunities to collaborate with colleagues abroad on technology-based projects.
Key Responsibilities
MAIN RESPONSIBILITIES
· Utilise the ITSM platform (ServiceNow) to resolve Level 2 incidents and fulfill service requests within SLA.
· Install, configure, diagnose, repair, maintain and upgrade IT hardware and supporting applications to ensure optimal performance while managing stakeholder expectations.
· Administer and support Windows 11, MS Azure Suite (including Entra, Defender, Autopilot), PatchMyPC, VMware, Office 365, RingCentral Cloud Telephony, Oracle JD Edwards and other Oracle cloud-based applications.
· Manage and maintain accurate IT hardware, software and licence data for all assets under their remit.
· Manage the hardware asset lifecycle, hardware procurement processes and vendors to ensure assets are available and delivered in a timely manner.
· Work with Dell and HP hardware and peripherals, including imaging and support for both onsite and remote field-based devices.
· Order, configure and support Apple and Android devices.
· Administer local printers and video conferencing solutions.
· Support the Infrastructure Management team to ensure server, communication, and infrastructure work is carried out, and hardware maintained.
· Test and update local Disaster Recovery plans in line with business needs.
· Define and execute improvement actions; document IT technical guides and contribute to reporting statistics as required.
· Support local, regional, and global IT and Information Security projects as required.
· Utilise the ITSM platform (ServiceNow) to resolve Level 2 incidents and fulfill service requests within SLA.
· Install, configure, diagnose, repair, maintain and upgrade IT hardware and supporting applications to ensure optimal performance while managing stakeholder expectations.
· Administer and support Windows 11, MS Azure Suite (including Entra, Defender, Autopilot), PatchMyPC, VMware, Office 365, RingCentral Cloud Telephony, Oracle JD Edwards and other Oracle cloud-based applications.
· Manage and maintain accurate IT hardware, software and licence data for all assets under their remit.
· Manage the hardware asset lifecycle, hardware procurement processes and vendors to ensure assets are available and delivered in a timely manner.
· Work with Dell and HP hardware and peripherals, including imaging and support for both onsite and remote field-based devices.
· Order, configure and support Apple and Android devices.
· Administer local printers and video conferencing solutions.
· Support the Infrastructure Management team to ensure server, communication, and infrastructure work is carried out, and hardware maintained.
· Test and update local Disaster Recovery plans in line with business needs.
· Define and execute improvement actions; document IT technical guides and contribute to reporting statistics as required.
· Support local, regional, and global IT and Information Security projects as required.
Skills, Knowledge & Expertise
REQUIRED EXPERIENCE AND QUALIFICATIONS
· A seasoned level 2 Desktop Support Engineer with at least 10 years of relevant experience in onsite IT end-user computing and basic infrastructure support.
· Experience with various versions of Windows Desktop OS. Windows 11 qualified preferred.
· A seasoned level 2 Desktop Support Engineer with at least 10 years of relevant experience in onsite IT end-user computing and basic infrastructure support.
· Experience with various versions of Windows Desktop OS. Windows 11 qualified preferred.
· Proficiency in Active Directory, user administration and license management.
· Experience with Microsoft Defender, patch management and device non-compliance investigation.
· Hands-on experience with device registration and management within Microsoft Entra, Microsoft Intune, Microsoft Defender for Endpoint.
· ITIL Foundation certification preferred.
· Experience in managing the hardware asset lifecycle, hardware procurement processes and vendor management
· Familiar with web filtering solutions such as Forcepoint.
· Knowledge of comms room daily management.
· Experience with typical desktop software (e.g. Bitlocker encryption, browsers, VPN)
· Knowledge of telecom and unified communication solutions.
· Ability to troubleshoot network issues for PCs and peripherals, including configuration management, DNS, DHCP and TCP/IP connectivity.
· Strong understanding of IT Service Management processes for Incident, Change and Configuration Management.
· Experience with Microsoft Defender, patch management and device non-compliance investigation.
· Hands-on experience with device registration and management within Microsoft Entra, Microsoft Intune, Microsoft Defender for Endpoint.
· ITIL Foundation certification preferred.
· Experience in managing the hardware asset lifecycle, hardware procurement processes and vendor management
· Familiar with web filtering solutions such as Forcepoint.
· Knowledge of comms room daily management.
· Experience with typical desktop software (e.g. Bitlocker encryption, browsers, VPN)
· Knowledge of telecom and unified communication solutions.
· Ability to troubleshoot network issues for PCs and peripherals, including configuration management, DNS, DHCP and TCP/IP connectivity.
· Strong understanding of IT Service Management processes for Incident, Change and Configuration Management.
REQUIRED SKILLS AND COMPETENCIES
· Excellent customer service skills with proven ability to communicate effectively at all levels and manage stakeholders’ expectations.
· Excellent troubleshooting capabilities.
· Good technical mindset.
· Strong analytical and problem-solving abilities, with good attention to detail.
· Self-starter with the ability to take initiative and work independently under minimal supervision.
· Team player with a collaborative mindset.
· Experience working in a multinational corporation (MNC) environment.
· Excellent customer service skills with proven ability to communicate effectively at all levels and manage stakeholders’ expectations.
· Excellent troubleshooting capabilities.
· Good technical mindset.
· Strong analytical and problem-solving abilities, with good attention to detail.
· Self-starter with the ability to take initiative and work independently under minimal supervision.
· Team player with a collaborative mindset.
· Experience working in a multinational corporation (MNC) environment.
About
Global Leaders in Customer Experience Automation With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes. Why Join Us Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation. Glory ValuesThe Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect. Customer Delight. We put our customers first.Integrity. We do the right thing, always. Innovation. We embrace new challenges and share the future. Speed. We move fast, that’s how we stay ahead. Diversity & Respect. We value the strength in our differences. Teamwork. We succeed together.
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