IT Service Engineer

GTT COMMUNICATIONS INDIA PRIVATE LIMITED

Job Description

Position

IT Service Desk Engineer (L1 Level Support)

Location

Pune

Employment Type

Full-time (24x7 Support Timeline)

Role Overview

The IT Service Desk Engineer plays a critical role in supporting GTT’s IT infrastructure and ensuring smooth end-user computing operations. This position requires broad technical knowledge across Windows Client/Server and MacBook OS support, networking, operating systems, Active Directory, SIP systems, and enterprise applications. The engineer will provide frontline support, troubleshoot complex issues, and occasionally assist in system implementations under the guidance of senior engineers. Candidates must be flexible to work in rotational shifts (24/7) and participate in on-call duty as required.

Key Responsibilities

Troubleshooting

Diagnose and resolve complex deployment and configuration issues.

End-user support

Provide technical assistance for client computers, operating systems, and applications.

System support

Perform OS imaging from Intune admin portal, software deployment, and system settings configuration, software compliance management.

Windows/MacOS support

Deliver first-level support for Windows Client/Server environments, and MacOS support for end users.

Asset management

Handle procurement, inventory, and lifecycle management of hardware/software.

Documentation

Create and maintain SOPs, manuals, and troubleshooting guides.

Networking

Configure and troubleshoot LAN/WAN connections.

System evaluation

Test and assess new software or systems for deployment.

On-site support

Provide deployment and troubleshooting assistance with remote guidance from senior engineers.

Incident and Request Management

Answer user calls, emails, and chat messages quickly, Also - log, sort or assign, and prioritize incoming support tickets.

GTT COMMUNICATIONS INDIA PRIVATE LIMITED

Escalation and Collaboration

Hand off complex or deep technical errors to Level 2 or Level

3 specialist teams and Work with Sys-Eng, Cyber security, or system admin groups to track

active problems.

Essential Skills & Qualifications

OS expertise

Installation and configuration of Windows 10/11 and MacOS (Version/ Name:

MacOS 15

Sequoia/macOS 26

Tahoe/ macOS 27

Golden Gate)

Networking knowledge

Strong understanding of Ethernet, TCP/IP; CCNA/CCNP-level

knowledge preferred.

Helpdesk experience

Prior experience in IT support, including basic software and hardware

troubleshooting, IT ticketing system knowledge, and good experience.

Communication skills

Strong verbal and written English proficiency for support logs and

good experience in Hotline call management and users/customer interaction.

Problem-solving

Ability to analyse issues holistically and deliver effective solutions.

Customer service

Professional and positive interaction with employees and coworkers.

Certifications

MCP, Fundamentals, Associate, Expert, Specialty (AZ-900 (Azure) and AZ-104

(Administrator) and in networking; CCNA-level knowledge preferred.

Experience Requirements

Required

3–4 years of experience in IT support, specifically Windows Client/Server

troubleshooting and MacBook support.

Preferred Degree

Any relevant degree in IT or Computer Science, or any professional

degree including IT certification.

Desired Attributes

• Strong logical thinking and intellectual curiosity.
• Commitment to self-development and continuous learning.
• Ability to balance immediate issue resolution with long-term impact awareness.