Desktop Support Analyst (Contractor)

About the Role:

We are seeking an experienced and customer -focused Global IT
Support Engineer to provide technical support and infrastructure assistance to
users across multiple regions. The ideal candidate should possess strong
expertise in Windows/Mac support, Microsoft technologies, Active Directory,
cloud -based environments, and remote troubleshooting with a proven ability to
handle escalations and deliver excellent customer experience.

Key Responsibilities:

• Provide
  Level 1 and Level 2 technical support to global end users through calls,
  chats, emails, and ticketing tools
  
• Troubleshoot
  and resolve issues related to Windows OS, MAC OS, Microsoft Office,
  Outlook, Teams, SharePoint, VPN, and enterprise applications
  
• Manage
  user accounts, permissions, and access through Active Directory
  
• Handle
  incident management, service requests, escalations, and ensure adherence
  to SLA timelines
  
• Support
  cloud -based environments and Microsoft licensing -related issues
  
• Configure
  and troubleshoot desktops, laptops, printers, routers, and network
  connectivity issues
  
• Provide
  remote support to international users across multiple time zones
  
• Monitor
  system performance and proactively identify areas for improvement
  
• Coordinate
  with internal IT teams and vendors for issue resolution and system
  maintenance
  
• Assist
  in onboarding/offboarding activities including device setup and user
  access provisioning
  
• Maintain
  documentation, knowledge base articles, and IT asset records
  
• Mentor
  junior support engineers and contribute to team knowledge -sharing
  initiatives
  

Requirements

Required Skills:

• Strong
  experience in Technical Support / IT Helpdesk / Desktop Support
  
• Hands -on
  experience with:
  
• Windows
  Administration
  
• MAC
  OS Support
  
• Microsoft
  Office 365
  
• Outlook,
  Teams, SharePoint
  
• Active
  Directory Management
  
• Incident
  & Escalation Management
  
• Remote
  Troubleshooting
  
• Network
  & Router Configuration
  
• Knowledge
  of cloud -based environments and enterprise support processes
  
• Familiarity
  with ticketing tools and remote support tools
  
• Excellent
  troubleshooting and analytical skills
  
• Strong
  communication and customer -handling abilities
  
• Ability
  to work independently in a fast -paced global support environment
  

Preferred Skills

• Exposure
  to Exchange Server support
  
• Experience
  handling highly escalated technical cases
  
• Understanding
  of networking concepts such as DNS, DHCP, TCP/IP, LAN/WAN
  
• Experience
  working in international/global support processes
  
• Team
  handling or mentoring experience will be an added advantage
  

Key Competencies

• Customer -focused
  approach
  
• Problem -solving
  mindset
  
• Ownership
  & accountability
  
• Team
  collaboration
  
• Time
  management and multi -tasking skills
  

Ideal Candidate Profile:

The ideal candidate should have experience supporting global
users in enterprise environments with expertise in Microsoft technologies,
Active Directory, remote troubleshooting, and customer support operations.
Candidates with experience in international technical support environments and
handling escalated issues will be highly preferred.